-User X submits an Advanced Incident. User X is a member of Group X.
-User Y is the Primary Contact and is a member of Group Y.
Since the Primary Contact cannot be Group Y, we are testing the use of an Exchange Distribution List e-mail address assigned to User Y. The same e-mail address is tied to Group Y. Once the ticket is created, an e-mail notification will be sent to the User Y/Group Y e-mail address. A total of 3 Group Y users will receive that notification in their respective Outlook Mailbox indicating that an Incident has been created for User Y.
1. How do we ensure that all members of Group X are able to view User X's incident submissions through the ServiceDesk web portal?
2. Aside from providing them with the 'CanViewAllIncidents' permission, how do we ensure that all 3 Group Y users are able to view all incidents in the web portal where User Y is the Primary Contact?
3. Are there other options and/or suggestions?