Protecting information on article basis
Your external employees are not supposed to see every piece of internal information? Your works committee wants to save information to a ticket but other agents should not be able to see it?
Internal articles are used to protect the information of customers. But even if employees work on the same ticket, not everyone is supposed to see everything.
The solution is simple: Create a new article type and only give certain groups access rights.
Together with GroupRestrictedDynamicFields it is an unbeatable pairing for information security.