Hi,
I upgraded from 1.10.1 to 1.12.2 with success. Now my setup is the following :
osTicket Version v1.12.2 (a5d898b) — Up to date
Web Server Software Apache/2.2.34 (Unix) PHP/5.6.33
MySQL Version 10.0.34
PHP Version 5.6.33

In the previous version, if I had one agent that have All Access to one department, that gives him also All Access (edit, assign, transfer, status, ...) to the nested department tickets.
Now in 1.12.2, this agent can still see the tickets of the nested department in the queue , but have only acess to internal note or print action on the tickets. In order to gives him All Access , I have to explicitly give the agent All Access to each nested department. It seems that the hierarchical structure of departments for access rights does not work anymore in 1.12.

In my organisation, I have several department managers who should have all access to one Parent Department and all nested ones. Configuring access to each nested department for every manager could be a pain.

Is it a bug or a change of behavior between 1.10 and 1.12 ?

Thanks in advance.

@zourite

So, if you are a member of a Parent Department this doesn't necessarily mean you have access to it's Children Departments. With this in mind, in order to say "Agent A has X Role (access) to Child Department" you will have to explicitly add Child Department to the Agent A's Extended Access and give them a Role for the Department. If you do not have explicit access to a child department then you will have View Only role.

Cheers.

5 days later

Hi,

Ok. If this is the way it should work, that is an important change of behavior since 1.10 .
I would suggest to add this option to make the access to children departments "inherits" from the Parent Department , maybe like this :

Cheers.

4 years later

That "extend role to children" option would bre great

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