I am having problems allocating the correct permissions for staff using the Servicedesk tool.
I need it to be possible for them to update any calls logged by themselves (regardless of the workgroup the call has been assigned to) and alter any calls assigned to their workgroups or themsleves. I have tried using the built in permissions but cannot enable them to update calls they have logged, they can only update calls assigned to themselves or their workgroup.
Does anyone know if it is possible to achieve this?
You're not going to be able to do what you require using role based permissions - the restriction on whether a user can modify when assigned to workgroups they are a part of is about as granular as it gets.
It could be possible to work around this issue through use of restrictive views however - some of which only show calls created by the user, and others which only show calls assigned to workgroups the user is a part of.
The drawback of this approach is that the user will not have access to view calls outside these criteria, but this may or may not be an issue depending on your needs.