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Next Gen Help Desk Saved Search - Share with specific Roles

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Summary:

Hello,

We have noticed that within the Next Gen Help Desk Saved Search functionality, there is the ability to share the Saved Search with other users. One of the sharing options is to share to specific roles. Currently, we are using only custom roles and not using delivered roles for our users. In the drop down list of roles to share with, only the seeded Next Gen roles are visible, please see below:


Is it possible to customize this dropdown and include our custom Help Desk roles? If so, what is the required configuration?

Content (required):

How to customize Next Gen Help Desk Manage Saved Search dropdown to share with other roles beyond seeded Help Desk roles.

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