Hi Lou

This does not tackle the problem we are having as it would prevent other groups from working with one another.

We would essentially like groups to be the controlling factor, not roles. Otherwise, using your advise would mean we would have to have certain agents applied to multiple groups to see other tickets required. (Whereas in reality, they are not part of those groups and thus other factors like views, macros and etc would be inadvertently affected too).

As an example:
I'm part of the security group, I want only my group to see security tickets assigned to them.
This should not however affect my ability to view other groups' tickets.

Essentially, rather than limiting what certain people can see, we want to limit what everyone else can see instead.