Dept Managers able to see all tickets in Dept

Tristan

it would be great if Dept Managers could see all the tickets in their department and have the ability to assign the ticket to staff members in their dept.

Tristan

... nevermind... I'm a moron... I figured it out...

Birliban

Tell me please HOW you figured it out?

It does not work for me neither!!!

When there is a new ticket, and i assign it to a normal support member, it disappears from ticket view... although I am in Managers group. Right are fully given. I can only see the tickets if i set the account type to administrator.

jpowers40828

You need to go into departments and set the manager as the user you want it to be. Each department can only have one manager. If you want it so the all managers can see all the tickets in their departments change include/staff/tickets.inc.php ~ line 86

if(!$cfg->showAssignedTickets() && !$thisuser->isadmin()) {

if(!$cfg->showAssignedTickets() && !$thisuser->isadmin() && $thisuser->getGroupId()!=2) {

I've done some very limited testing, let me know if that works. The mod makes the assumption that you've never deleted the manager group.

Birliban

Thanks for your effort, but i found another solution for this.

You have to check

"Show assigned tickets on open queue." Under "Assigned Tickets:" in main preferences.

Then the ticket do not dissapear when a manager assignes it.

jpowers40828

Good, that seems a like a much better way to do it.

draveczb

problem is, that shows assigned tickets to everyone in the department. I tried playing with the code above, but the latest version differs a bit, and I have not had luck giving assigned and unassigned tickets to all managers and admins only.