Access controls

sf395

I have a 1.6ST installation that I want to upgrade to 1.8.0.2. We have only one department in use called "Customer support".I modified the code so that all staff can see all tickets. However, only staff assigned to tickets ("assignees") can edit them, make posts to customers and re-assign them. Non-assignees can only post internal notes.Will I have to go through the new code and make the same changes or is there another way I can achieve the same access.Also, I added a patch to enable CC & BCC email fields to "Post reply", "Post internal notes" and "Assign to staff" (see image below). Will I have to make the same changes to the 1.8.0.2 code or is this feature part of standard functionality? blank

ntozier

Re: Everyone can see all - Only assigned staff can edit.You would have to make changes to the source.Re: CC/BCCMy understanding is that this is part of the Collaboration features coming in 1.8.1

sf395

Thanks. I can see that if, under Settings -> Tickets I check the ticket attribute "Show assigned tickets on open queue" any user can see all tickets. Only assigned users (and administrators?) can edit tickets but, it would seem that anyone can make a post to a ticket.

ntozier

If you tick that check box it means that tickets that have been assigned to individuals... are also displayed in the Open queue. It's quite literal.

sf395

Thanks,I tried that yesterday but it does not quite do what I want. As well as allowing everyone to see all tickets, it also allows users who are not assigned to the ticket (non-assignees) to make posts, re-assign the ticket etc. All I want non-assignees is to be able to post an internal note.

ntozier

People who are not assigned a ticket can already post to any ticket assigned to their department (and or that they logicially have access to due to teams, etc.). As I stated previously you would have to make changes to the source to get it to behave the way that you are stating that you want it to be.

sf395

Ok. Thanks

ntozier

Very welcome. I'm going to close this thread, but please don't hesitate to post again should you have another question. :)