Assistance Required for Departmental Ticket Visibility in OsTicket

Chetra

Hello
I am a senior student at a university in Cambodia, currently interning at a local ISP company. My team and I are working on the OsTicket system and we want to configure it so that each department can only see their own department's tickets. However, they should also be able to search and view tickets across departments.

Despite my efforts, I have only managed to allow each department to search tickets across departments, but they can't access into the tickets assigned to another department. Could you please guide me on how to achieve this functionality? Do I need to add any plugins to enable this feature?

KevinTheJedi

Chetra

Real quick, there are no plugins for anything relating to Departments, Ticket access, etc.

In order to view a Ticket within a Department the Agent must have a Role to said Department that has the View Permission at the very minimum. You can couple this with specific Queues for each Department. You (or any Admin) can create Queues for each Department that have a minimum criteria of Department > is > name_of_department. This way the Agents of said Department only look at their Department's Queues which only show Tickets in their Department. If they want to see other Tickets they can search for them or view the other Department's Queues.

Another alternate way to view a Ticket that you don't have Department access to is by Ticket Referrals.

Cheers.