Access to all tickets vom all agents to all departments?

Ray_K

Hi!I'm new with osTicket and I love it, but have a small problem!We have three departments and about 3 agents in each of them. Every agent should be able to view all tickets of each department BUT tickets from other departments should not be displayed in the 'open ticket' list of the agents.Is there a way to allow all agents read access to all of our tickets?Regards, Ray!Little more explanation:A customer calls agent A from department ONE and asks him about the status of a ticket, which belongs to department TWO. At the moment the agent A is not able to even read the ticket and steps which where made from agent D in department TWO.

ntozier

If a User has access to a department then all the tickets they have access to are displayed in open tickets (if they are open). There is no "read only access" currently at this time.

peter

Neil is correct - upcoming version will ship with ability to provide department level permissions, but still no way to segment open queue (custom queue is a feature we plan on working on soon)

Ray_K

Okay, I checked out the upcoming version and saw there is a filter which I can save an access very quick to the open ticket queue. That will be a good workaround So I'm very exited to the new version of osTicket! We love IT! <3Thank you for respond!

ntozier

very welcome. :)