I am using the parent department feature as a way for our coordinators to be able to oversee tickets coming in and being assigned to child departments, which is great!

However these coordinators should be able from time to time to jump in and answer the ticket themselves or change the assignment... but our current set-up only allows them to write private notes...

Is there a way we can make these agents from parent department able to edit/assign/reply public notes in tickets assigned to their child departments?

@JuVDC

Add them to the child departments with a role that allows them to do those things. osTicket is Role Based so in order to do anything in a Department you have to have the appropriate permissions via the Role.

Cheers.

    KevinTheJedi
    Ah okay, thanks!
    But then if I have to add these guys to every individual child department, the function of the parent is a bit redundant, right?

    Thanks again!
    Julien

      @JuVDC

      My apologies. After further testing it appears that Agents do have access to the Child Departments. All you need to do is add the Agent to the Parent Department with a role that grants what you want them to do in the sub-departments as well. So if you want the Agents to be able to respond, assign, etc. you will have to add them to the Parent Department with a Role that grants them reply, assign, etc. permissions.

      I do apologize for any confusion by my last post.

      Cheers.

        Hey KevinTheJedi ,
        Hmm I think I did that, but perhaps I am missing something 😅

        The scenario I have is the following:

        • Department A (parent A), in which Master Agent is located and has
          • Department A.1 (child of parent A)
          • Department A.2 (child of parent A)
            --> ticket is set to Department A.1

        Master Agent has All Access role in Department A. But when I am logged in as this user in the portal, I can see the ticket and view it but all I can do is write an internal note.... So I guess I am missing some access role to be defined somewhere...

        In the department access settings I see a section "Agents who have extended access to this department", do I need to play with this in the child department and add the Master Agent there too? ... but then this would come to the same as adding the agent in every child department....

          @JuVDC

          Is Department A the Agent’s Primary Department or do they have Extended Access?

          Cheers.

            hey KevinTheJedi, appreciate the help btw!

            So that Dept A is the agent's primary department and he isn't added in any other one(s)

              hey @KevinTheJedi , I am re-reading your question and wondered do you mean that in order to have more than a read-only access to ticket for agents belonging to a parent department they need to be added as "extended access" in the child departments?

              @JuVDC

              So if they do not belong to the Child Departments but are a part of the Parent Department the Access you have to the Child Department tickets will fall back on the Role you have configured for your Parent Department. So in other words if you have Read-Only Role for Parent Department you will have Read-Only access to all Child Department Tickets as well.

              Cheers.

                Hey KevinTheJedi , thanks!
                But actually my agent in the parent department has a "All access" role in it... so following your feedback this would allow him to be able to have the same role in his child department but it isn't the case unfortunately... 😅

                  @JuVDC

                  Okay sorry for any confusion but, in my earlier testing I forgot to unset myself as Manager so that's why I had more access than I should've...my bad man.

                  So, my original answer still stands, if you have Full Access to the Parent Department (Dept A) but you are not a member of the Child Departments (Dept A-1, Dept A-2) the system will give you basically View-Only or "read" access to the Child Departments' Tickets. In order to have Full Access to the Child Departments' Tickets you will have to either Assign the Tickets to an Agent/Team or add the Agents to the Child Departments with the appropriate Role.

                  Cheers.

                  Hey @KevinTheJedi, thanks! All clear now :-)

                  On that last note, what is the exact use case in which you would prefer adding agents to a department as "extended access" instead of "primary access"? Since in both types you can define the same access roles... is it just for notification purposes?

                  I would think that you would want to do this for notifications and access to view the tickets.

                  @JuVDC

                  On the OG point I should've just linked you to our Documentation as it says:

                  Parent: If nesting departments, this is the Parent Department to nest the department under. Please note: If an agent has access to the Parent Department, they will see the tickets of nested or child departments also, but access does not extend from child departments to Parent Departments.

                  🤣

                  Anyways, Primary Department is the Agent's Main Department and will house the tickets they will interact with by default. You can then give Agents Extended Access to additional Departments so they can access tickets in those Departments. You can configure Alerts based on primary or extended access in the Department configurations.

                  Cheers.

                  a month later
                  3 years later

                  I my opinion this is fraught. I think members of the parent department should obviously have the same access for the child departments as for the parents. I have agents that only operate in a sepcific part of the parent department and I have agents like myself that have a more general knowledge about the department. I dont want to have to add all of the child departments to all of the parents department members. Please make a checkbox when assigning the departments "Apply for child departments as well"

                  This thread is 3 years old.
                  I'm not sure that you will get any traction on this old conversation.

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