Remove (or add toggle of) Incident/Task Query Restrictions
Incidents in Express load with the following query business rule: If the user does not have the ITIL role, they will only see tasks/incidents that:
a. They are the Opened by user
b. They are on the Watch list
c. They are the Caller user (for incidents)
Although this is good for traditional self service of single users, it places limitations when end users (like managers, auditors, etc.) need to see all incidents by location, their team members, their company, etc. Proposed Solution: Offer a toggle to enable/disable this query business rule.