By default, customers can only view their own personal Requests through the Customer Self-service interface. If an Organizational Unit is enabled for an Address Book, customers can view the Requests from other users in the same Organizational Unit, for example, Company, or Department. All customers from the same company or department can view all of the Requests for that company or department. This applies to all workspaces that share this Address Book.
Once enabled, in addition to the View Mine option to view their own Requests, customers have a View Organization link that allows them to view all of the Requests for their organization. If Department is the Organizational Unit, and the user bsmith is part of the HR department, bsmith can view all of the Requests for the HR department.
When customers view their organization’s requests, links, labeled All, Active, and Closed, are provided in the dark green border at the top of the main frame. All Issues for an organization are displayed by default. Clicking the Active link displays all of the organization’s active Issues that are not in the Closed status. Clicking the Closed link displays all of the organization’s Issues that are in the Closed status.
Note
This feature only gives read access to the Organizational Unit Requests. The customer has no write or edit permissions to those Requests, even if the customer has Customer Edit permissions. Users who need write access to other users’ Requests or Issues should be given an Agent license.