External user seeing all tickets for their organisation

sedwardson

I have read the thread https://forum.osticket.com/d/93991-allow-a-user-to-view-all-tickets-for-an-organization and have added the user to the Primary contact and Automated Collaboration but don't know how the end user is supposed to log in and see all the tickets. Do I have to create an account for them or do they have to constantly refer to a ticket in their organisation, receive a link and will they see all their tickets then? Clearly I'm missing something obvious but all and any help is greatly appreciated.

KevinTheJedi

sedwardson

You can do either or even let them register an account for themselves (depending on how you have your helpdesk configured).

You can create an account for them and send them an account registration email.
You can let them register an account themselves in the Client Portal (if enabled).
You can let them click the access links in the emails (although they can expire).

Cheers.

sedwardson

Thanks for the quick reply. I'll look at those options tomorrow and hopefully get it sorted. Thanks for your help 👍

KevinTheJedi

sedwardson

The best options are 1 and 2 as they will be able to login to the Client Portal and see all Tickets (past and current), see all history, etc.

Cheers.

sedwardson

Hi KevinTheJedi , Thanks for the solution. I have successfully created an active user account and they have the ability to see all of their own organisations tickets. I would like to extend the search functionality a bit if possible (like the advanced search I have) as the search is very basic. I also cannot see a way of retracting the account and resetting it back to guest, is this possible? Thanks again for your help.

KevinTheJedi

sedwardson

For the search thing you’d need to modify the codebase. When modifying the codebase you are always on your own as you are deviating from core. You will proceed at your own risk. Good luck!

As for de-registering you cannot do so. You can either Administratively Lock them or you can delete them (which also deletes associated tickets).

Cheers.

sedwardson

KevinTheJedi Thanks for clarifying 👍️