HR Help Desk - Service manager unable to access to all the ticket and queues

Summary:

HR Help Desk - Service manager unable to access to all the ticket and queues

Content (please ensure you mask any confidential information):

My customer would like to grant service manager role to a new line manger from a different legal entity.

There already exists a service manager and he is able to access to all the tickets from the common pool of queues.

The new service manager has her own assigned queues and she is also expected to access to all the tickets from common pool of queues.

I had created a separate resource organisation within the internal organisation hierarchy so that i could assign a service manager role to her.