Use the Business User tab to set access rights on request tickets for the client.

  1. Navigate to Setup > Service Desk > Settings.

  2. Select the Business User tab.

  3. The following Property settings are mutually exclusive and work independently.

    To grant a user permission to only view the list of tickets, set Give the read only access to the requests to ON:

    Documentation Information Model

    The user cannot open tickets to get more detailed information.

    To grant a user permission to view ticket details, set Allow only update comment to the request to ON:

    Documentation Information Model

    With this permission, the user is restricted to being able to update the conversation, only.

  4. Click Update to apply the settings.