Hi,
This looks like a manifestation of a very common error that is made when setting up users and groups in Service Desk. It relates to the definition of the Primary and Current Group values against a user and it derives from the fact that all users, no matter what type they are, need to have a Primary Group which is a Customer Group, however this is not enforced anywhere is the product. Service Desk uses the Primary Group when logging any process for any user type. The Current Group is mainly used in Web Desk to determine the view that an Analyst sees. When systems are set up, we forget that Analysts are 'End Users' too and they should be treated as such before we start to define their Support Group membership. To compound this, Service Desk will make the first group that you join a user to their Primary Group. I suspect in your case, if you check the Primary Group of your analysts, it is actually a Support Group and not a Customer Group.
So, in summary, all users other than Analysts should be in a Customer Group which would be both their Primary Group and their Current Group. For Analysts, make sure the Primary Group is a Customer Group (Add them to that group first) and then set their Current Group to whichever Support Group you want.
Andy