I am wondering if it is possible to restrict a user from having the ability to submit a particular service request based on the type of role that they have? The intention is that a self service user not have the ability to submit a particular SR on their own via the service catalog, however, one of our Service Desk Analysts should have the ability to submit one on their behalf if they were to call in and request it.
We have implemented a restriction based on role under the "Publish Action Access" tab - which works to hide the request from the users service catalog (as desired). However, when our SDA's try to submit a Service Request with the same person's name in the "customer" field the particular request offering is hidden from them as well - due to that customer not having the needed role. Has anyone implemented a similar restriction or aware of a fix for this?