Assign a ticket to an agent not having access to the Department

michele3000

I am using osTicket v1.10.1

As far as I understand a Ticket in Department A can only be assigned to Agents who have access to Department A.
Is there a way around this in order to be abble to assign a ticket to any agent and that that agent will have access to his assigned tickets no matter what Department they are in?

I would like to be able to assign a ticket to any agent but don't want any agent to see all emails in a department unless they are assigned to him.

ramrajone

michele3000
You will have to transfer your ticket between department, then Agent should be able to see

michele3000

In the Department settings there is this setting and it says:

Ticket Assignment Restrictions: Enable this to restrict ticket assignment to include only members of this Department. Department membership can be extended to Groups, if Alerts & Notices Recipients includes groups members.

I don't understand the sentence "Department membership can be extended to Groups, if Alerts & Notices Recipients includes groups members." Are Groups Teams? And which Alerts and Notices?

ntozier

Groups no longer exist. They were replace by Roles.

This is the important part,

michele3000 Enable this to restrict ticket assignment to include only members of this Department.

JuVDC

Hey ntozier
I have set my department setting to only be able to assign ticket to Primary Agent of the department. It works fine when clicking on the assign button (I can only find primary agents in the list), but when I click on the Agent currently assigned to it in the ticket info box I get access to the full list of agents and can assign those outside of the department..

Is this normal?

ntozier

@JuVDC your repsonse/question does not appear to have anything to do with this thread from over a year ago. Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Killing zombie thread with a head shot.