Defining Help Desk Ticket Details Page Layout by Current User

Summary

We've configured several advanced expressions using groovy to tailor SR details page layout as we expand use of help desk.

Content

We are expanding the use of HR Help Desk to provide a unified solution for additional centralized, functional areas to support our diverse user community (higher education), where a ticket 'agent' may also be the primary contact on issues of their own and it becomes increasingly important to assure the display is tailored to a contextually-appropriate role on the instant ticket.

An example of customization we've used to assure that private or internal notes on an SR are only visible to participants on the SR Team is covered in the CC Post here: