Enhancing Visibility in Service Requests: Enabling Non-Primary Contacts to Access SR Details

Hello all,

Is it possible in the Next Gen HR Help Desk to include a contact in an open Service Request (SR) that was originally opened by another primary point of contact? I understand that additional contacts can be added to an SR, but if these contacts are not designated as primary, they won't be able to see the request. Although starting an internal conversation within the SR is an option, this is only accessible to users with certain privileges. In my case, I need a manager, who is neither an agent nor part of the HR team, to be able to