How do I limit the visibility of tickets by agents using 2 requirements

Bweleeno

I am using osticket for internal company use. The basic setup is that I need all users to select which project they are part of, and what help topic they are looking for.

For example, one user who is part of Project X might want to open an HR Related ticket.
The agents will also be assigned based on their project location. So lets say I have:
Agent 1: Part of department Project X
Agent 2: Part of HQ, and responsible for all HR related tasks.

once the user submits his ticket, he will select the help topic & another custom field which includes the projects (drop down). Then i want both Agent 1 & 2 to be able to see the ticket but no other agents even if they are in the same project.

KevinTheJedi

Bweleeno

It sounds like you need to create a Department that only those two Agents have access to and set the Ticket to that Department. Or have one of the Agents have access to the Ticket's Department and the other Agent gets Assigned. The only way for Agents to see Tickets is if they have Department access, if they are assigned, if one of their Teams is assigned, one of their Departments are referred, or they are personally referred.

Cheers.

Bweleeno

KevinTheJedi Thanks for the help. I did the second option, where i created a team that only contains the agent outside the department. then i used filtering to assign it to that team.