Sounds like one of these, there is a workaround that can be implemented by running a script on the database - I believe the script is the same for either:
Thank you as always Ken for being my go-to. We do need to maintain data segregation between the different groups of our tickets (ITS and Physical Plant). This is only happening when new tickets come over from self serve for the physical plant intake technician so these are not migrated tickets. They can see notes for tickets other than that those that are submitted via self serve so maybe a variation on the defect you describe. Definitely a good start and I will confirm with BMC when they get back to me about the case.
I really appreciate it! I have been wracking my brain.