Limit and show help topics by department

ItsMePasse

Our initial situation is that we use osTicket for our company with around 20 departments and 200+ employees. It works great and makes our work a lot easier. Thanks a lot for your work!

Each department has its own help topics. Now it is so, that the help topics are displayed to all employees, from each department. Is it possible that the employee is only shown the help topics in which he is also in the department? When creating help topics, we already assign a department to the help topic, so that the assignment is at least there.

We have tried to figure this out ourselves before, but we are reaching our limits. If we have seen it correctly the query of the help topics is made in the file include/class.topic.php ... but then. 😅

KevinTheJedi

ItsMePasse

Of course, this was introduced a while back with Visibility Permissions:

https://docs.osticket.com/en/latest/Features/Visibility%20Permissions.html

Cheers.

ItsMePasse

This is correct in principle. The "problem" here is, that we have this option active for the agents because it happens that a ticket ends up in the wrong department. So that the employees can then assign it to another department, the option must be active. Unfortunately, this also means that all help topics are directly visible.