We have CSM Pro licenses today, but we have not implemented Case Management yet. We are in the IT Operation Outsourcing business, so we rely on the standard tables in ITSM (Incident, change, problem etc.)
Actually, we don’t see any big value in implementing Case Management as an additional layer between our customers and ITSM ticket types. We believe it will only bring extra complexity to our instance.
However, we would like a role that allows IT managers to view ITSM tickets across all customers within his/her company (Account). This is similar to the role “sn_customerservice.customer_case_manager” (with read-only). But the problem with this role is that it requires Case Management to work.
Are we allowed to create a role (via ACLs) that may view (only view, not edit!) ITSM tickets across Customers (users) within the boundaries of an Account?
