Good morning ​@DOaks 3070143 edkey 

I was curious on this topic, are you meaning you would also not want the agent roles to be able to view these tickets, or are you referring more to the student, staff, and faculty roles to not be able to view them? Also,  is there more of a specific use case here so I can fully understand whats currently happening versus how you want it to happen?

Good Afternoon ​@DOaks 3070143 edkey 

Any requestors who have a role of Staff and Faculty should not have the ability to see anyone’s tickets other than their own even when doing a global search. They should only be able to see their tickets. If you have any examples of requestors searching for keywords and being able to see ticket, please provide those so we can look into it further. In all the testing I did I was not able to trigger a requestors search to find a ticket that was not one that they submitted. 

If you wanted your agents to only see the tickets assigned to them you would need to utilize Assignment Delegations in your Site Options. 

1. First on the Permissions level you’ll want to remove the permission ‘Work Tickets’ and you can also remove the ‘View Ticket List Details’. This will remove their ability to view or work tickets.
2. You will go to Admin > Site Options and find the ‘Tickets’ section. You’ll see Assignment Delegation and Assignment Delegation for Teams. These settings will allow you to dictate what your agents will be able to do based on assignment of the ticket or team assignment of the ticket. If they are not assigned by either, they will only have the permissions allowed in the permission policy. Below is how you would want it set up. 

I hope this helps!