I understand your situation. Unicenter Service Desk has a very configurable and modifiable security mechanism. It works within several different layers.
System based security restrict/allows access based upon ‘type’ of data.
Record level configurations are maintained when we need to keep System level open, but you can create views within Service Desk that restrict things like “only seeing tickets for my group, organizations, created by me, etc…”
From changes can be part of your security plan as well. So a person can see what you decide as an administrator of your business what you want them to see.
Service Desk comes default with internal users and external user setup. Internal we call “Employee’s” and external are called “Customers”. Each have a limited view of the application.
Now we will discuss the analyst’s views into Service Desk which facilitates all the tools necessary for a support person to properly support your user base of customers. Everything they need is available to them.
You can contact me directly if you need any additional help. I have been successfully architecting this product since 1999.
Sounds like a configuration issue. We do this all the time, yet it does take a skilled person to create the views you are seeking.
Just to add on to what Eric has mentioned, you can create Data Partitions with stored queries and define an Access Level to map to the data partition to fulfill your requirement.