Share requests with users to let them view and collaborate with requests that are outside their scope of permission.
Role Required: Technicians with share request permission
Go to Setup > Users & Permissions > Roles.
Click New Role or edit the existing roles.
Under Advanced Permissions, select Share Request.
Click Save.
Go to the request details page.
Click the Actions drop-down menu and select Share.
Select the users to share the request. You can share the request with all technicians or required technicians, technician groups, requesters, and organization roles.
Add your comments.
Click Share.
Users are notified when a request is shared with them. To configure notifications, go to Setup > Automation > Notification Rules > Request and select Notify user when a request is shared with them. Know more.
To view the share details of the request,
Go to the request details view.
Click Actions > Share.
The Share Request popup displays the share details. You can modify the details by clicking Edit.
Go to the requests list view.
Click the request filter drop-down.
Select Pending Requests Shared with Me to view all the pending requests that are shared with you or select Requests Shared with Me to view all the requests that are shared with you.
