We have got a department in our organization that they need to monitor activity in our development department (Support group) that would include Requests, Changes and Problems. I have set up some reports that would list all outstanding issues, but this is not ideal for the business. The workaround for this is that I have converted their accounts to technicians, however this has taken our technician license. Also I struggle with setting up the most adequate roles for them, for instance if I limit their roles to view only, their tickets will not get assigned to our default group, or they can either view ALL solutions or none. Also they get confused when they need to chase people from the tickets or without setting up a custom view they are not able to see their own raised requests, and probably many more that I have not discovered yet.

So what I want is to revert the change to requesters with the option to view ALL requests in specific group(s), view Changes and view Problems