>Hi

everyone;

I am trying to decide whether this tool will be my companies next ticketing

system.We've successfully installed it in a local machine and have been

conducting tests for a week now.

Two question arise now. I apologize in advance if this matters have already

been discussed here before and I'll thank you if you could point me to the

response, if already given.

Help Topics between Departments.

In my company,

the tool is going to be used by two completely different departments,

development and systems. The activity at both ends is completely different, and

thus the “categories” (or “help topics”, as they are called in your tool) of

the issues they handle are completely different too.

We have

managed to set up the two different departments, each one with a Group, a Team

and several exclusive team members, but

so far, all the agents are able to see all the help topics, even if this topics

belong to the other department.

We have

been making a lot of research on this matter and a lot of trial and error but

so far we have been unable to “separate” the help topics between departments.

For us this would be a key feature since each group will have a big amount of

help topics each. Is there something that can be done to separate help topics

without the need to have two different instances of the tool?

Front end

user login:

Reading in this

forum and on your website, I though the front users could log in to the system

to check the status of the tickets they open, but so far I have been unable to

find out where are this users supposed to log in.

I have successfully

created a User and give him access rights, but then, if I go to the login site

(IP/ticketing/scp/login.php) and I use the user login and pass, it says “access

denied”.

The two functionalities

in the main “Welcome to the support center” screen allow to create a new ticket

and to view the status of a given ticket but, can front-end users log-in to the

application to see the current tickets they have? If so, how?

Thank you in advance for your help and look forward to using your tool.