Hi ​@Christine 

For the supervisors to be able to see tickets only from their direct reports, you can set the permissions based on departments(by using the "Is supervisor" field).

In order to do that, first ensure your departments are structured to reflect your reporting hierarchy:

• Navigate to Settings → Customize → Lists to review and customize your department list if needed.
• Make sure each supervisor and their direct reports are assigned to the same department.

After checking this, configure the supervisor status by doing the below:

• Go to Tools → End Users
• Find and select the user you want to designate as a supervisor
• After selecting a supervisor, click on the Design Form button (triangle icon) in the top-right corner of the screen.
• Find the "Is supervisor" field in the Available Fields section and move it to the Visible Columns section.
• Save the form design.
• Set the value of "Is supervisor" to "Department Supervisor" (not Company Supervisor).
• Save the changes to the user profile.

To take into consideration:

The "Department Supervisor" setting allows supervisors to see only tickets from users in their specific department.

Using "Company Supervisor" would allow them to see all tickets within the entire company, which is not what you want.

This setup requires careful management of your department structure in SysAid to match your actual reporting hierarchy.

Supervisors can access their direct reports' tickets through the "Supervised Requests" tab in the SSP.
 

If you require further help on this, please do not hesitate to contact our Customer Support team!