Creating tasks linked to a ticket + being able to see the ticket's details

JuVDC

Hey I am looking for some tips on how to achieve this.

We would like to assign ticket-linked tasks to agents who are outside of the department in which the ticket is sitting. This means that the agents assigned to these tasks cannot see the thread of the original ticket, this is okay I guess, but these agents are also missing any of the information that was filled in at ticket creation (via the form).

I am looking for a way to give some read-only access to these agents only for the tickets they have received tasks for.

Anyone has an idea what configs I could try to achieve this?

KevinTheJedi

JuVDC

Refer the Ticket to them:

https://docs.osticket.com/en/latest/Features/Ticket%20Referral.html

Referral gives read-only access.

Cheers.

JuVDC

So you would do the following 2 things?

Create a task and assign it to them
Refer the ticket to them

KevinTheJedi

JuVDC

Yes, indeed.

Cheers.

JuVDC

ok cool, thanks!