Ability to grant end users to see all tickets from their department, but not others

[beaublackford]

We have an end user (he does not have a role), that would like to see all tickets opened by his department within his self-care page.  I tried adding him to the watchlist, but that doesn't allow him to see and load those incidents, just receive notifications.  Is there a way to add him as a "secondary caller" on incidents that would allow him to see them?  I've looked through available fields on the incident form, but don't see one that jumps out as granting this function.  If there is a way to add him in that fashion, I could build a rule that adds him to incidents if the department matches the criteria of his department.  I can't assign him an ITIL license, because that would allow him to see everything on the incident table.  I've looked through the ServiceNow documentation and can't quite find anything discussing this. Any help is greatly appreciated!

[Slava Savitsky]

Is it really just a single user in the entire organization who needs this type of access?

[beaublackford]

Yes, although I could see other department heads wanting the same for their respective departments.  It would be nice to find a way to grant this access to just certain individuals.  

[Robert Chrystie]

I would be very careful with how you accomplish this given the new licensing model in Madrid.  It might not affect you right away, but in my experience giving someone access to more than their own requests, whatever the record type, is a licensable action.

[beaublackford]

Thanks for the heads up.  I'm ok with consuming a license, if that's that provides an easier way of achieving the goal.  However, I don't want to end up granting access to all other areas within my instance.