Private Departments > Primary Department assignment error

aglyons

I am the admin for the system. I have a department for admin-level tickets. That department should not be shown publicly. But, if I set the department to private, I can no longer select that as the primary department for my administrator account.

If I set the department to public, assign the department to my admin account as the primary and then change the department to private. The error message displayed on the agent account states the department is "not active."

But the department is active; it is just set to private.

Is this working as intended?

KevinTheJedi

aglyons

It has to be both Active and Public.

Cheers.

aglyons

How I'm thinking about this, that makes no sense.

What is the use case that it would work this way?

User accounts MUST have a primary department. You can't save the agent account without one assigned. If I assign the default support department, I receive all notifications of all new tickets that I don't need to know about. So I created an ADMIN department for those level of tickets for me to manage.

But I don't want the public to create tickets in the web UI directly in ADMIN as most users have no idea what issues should require ADMIN attention. So I set the department to be private (internal use only), which makes it disappear from being an agent's primary.

IMO, this needs to be changed so that this works.