[resolved] Limit access to department or team tickets

daleoran

Hi guys,
probably a simple solution but I'm afraid I can't seem to find it.
I've been using osTicket for over a year now and up until recently there was just 1 department and 1 team, ICT Support. The school that I work for now want to add the caretaking staff to the system. I've created a new team and a department, 'facilities'. I've added the caretaking staff to both. However while testing I see that they can still see all the tickets that have been raised for ICT Support. Is there a way of limiting their access to just the tickets assigned to this department/team ('facilities')?
Should also point out that I've created a help topic called 'Maintenance' that I'm hoping to assign to the Facilities department/teams.
Many thanks in advance.

ntozier

Sounds like your Facilities Agent accounts have access to both departments. Edit the Agents and remove the ICT Support department from their account(s).

daleoran

Many thanks for getting in touch. I've checked the Agents accounts and this is what I see. Is it the correct area?

ntozier

Do you have the Facilities (Help Topic) routing tickets to the new Facilities department?

daleoran

Yes the Facilities (Help Topic) is routing tickets to the Facilities department. Strange one this. Not a major issue, just don't want to flood facilities with IT issues 🙂

daleoran

Maybe I'm explaining this wrong and what's happening is actually by design -
To simplify - 1 caretaker and 1 ICT user
When caretaker logs in he can see all unassigned Facilities and IT support tickets, he can't see any that have been assigned to an IT agent. And vice versa for the IT agent.
As I said maybe this is by design. What I would like is for the caretaker to only see, on login, unassigned tickets sent to the Facilities queue.
Hope this makes sense lol

ntozier

Unless an agent has access to another departments tickets they should not be able to see tickets that are unassigned.
Check in the Agent, and in the ICT department.

daleoran

Many thanks for all your help, sorted.
Turns out it's a bit of stupidity on my part and the clients.
Clients were creating ICT related tickets but selecting the facilities topic. Because there originally was only 1 department, ICT Support', I had removed the 'Department' column from all the list views. When the 2nd department was added I didn't re-add the column. So wasn't seeing that the tickets were in the wrong help category.
All sorted and again many thanks for you're help.

ntozier

Very welcome. 🙂