Solution to tickets belonging to several departments

igs_aurquizo

Good morning, I have version 1.18 of osticket, I have different teams and departments registered.
Currently there is a problem that when a user sends an email where he copies 2 departments according to their emails registered in the osticket, one department has full access and the other read-only access.
I want to know if there is a way for the generated ticket to go directly to only one department so that it has full access and not to the other department in copy because it is annoying that it only has read access.

KevinTheJedi

igs_aurquizo

That's called Ticket Referral and there is currently no way to disable email-based Ticket Referral. The way email-based Referral works is the Department email in the To header (if multiple then the first one) will be the main Department of the Ticket whilst any remaining Department emails are Referred to the Ticket. It's essentially a way to loop in other Departments. If an Agent in the Referred Department does not have access to the Ticket's main Department then their access will default to a View Only role.

Cheers.

igs_aurquizo

KevinTheJedi Is there a way for an agent to have access to all departments but only have privileges to close tickets that appear as referred and not receive alerts or tickets from other departments in their main open inbox and only have them appear of their main department?
Or a solution to this referral issue as every day osticket agents send me ticket numbers to close or assign to the appropriate department as they can't close them or assign them completely to another department because they are only in referred and it's annoying to have them in the inbox taking up space

KevinTheJedi

igs_aurquizo

Of course. Add the other Departments as Extended Access, give them a Role that only allows for what you want them to do in said Departments, and disable the Alerts checkbox.

Well the tickets should be being handled by the main department. So the other departments can simply ignore them. They can even create queues to ignore referred tickets so they only see their department’s tickets.

Cheers.