Create a group that can be assigned tickets and input tickets but only see what is assigned to their group
I want to have internal departments to IT to only use the user portal and not the admin portal. What I need to accomplish is that we assign tickets to a group which all the users of that department have rights to so they can only see the tickets that have been assigned to that group and not all tickets especially the unassigned tickets.
Is there a way I can do this? Right now everyone in IT has access to the admin portal and what is happening is technicians are taking tickets out of the Help Desk unassigned queue. I know this is partially a management issue but I don't see that changing so I would like to use the system to keep this from happening.
Thanks
Answers (2)
The best way to accomplish this would be to use separate queues for each department. You would then assign labels to the users in each department and only specify those labels to be owners in the appropriate department.
chucksteel is correct on this one. The downside with multiple queues is that the end user must select the queue they are submitting a ticket for which can be confusing for some. If you create another TicketOwner user they will still be able to see all of the tickets in your queue.
Comments:
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I didn't want to have to manage another queue. I already manage 4 queues which may not seem like a lot but I am the only one that manages the K1000 plus I am a Director of 2 departments. Someone suggested that I create a label and a rule that on ticket save it copies the new ticket to the label that others don't have access to. - scarpent 12 years ago
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If they are an owner in the queue they'll have access to the ticket, even if you change the owner to someone else with a rule. - chucksteel 12 years ago
