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How can I limit the Ticket visibility of an adminitrator to a specific ticket Type?  XML
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[Post New]25/05/2012 16:42:34
    Subject: How can I limit the Ticket visibility of an adminitrator to a specific ticket Type?
[Up]
ataglietti
SysAider

SysAider from release 7.5
Joined: 25/05/2012
Messages: 2
Offline
hello ,

I'm trying to evaluate sysaid but I'm not able to configure sysaid to route some category type of tickets to one or more helpdesk operator group.
I have configured the routing according to the ticket type and the admin taget group but everyone see everything...

How can i dispatch tickets properly? or am I missing something?

thanx
[Post New]30/05/2012 08:10:22
    Subject: Re:How can I limit the Ticket visibility of an adminitrator to a specific ticket Type?
[Up]
Oded M
VP Product


Joined: 28/05/2008
Messages: 892
Offline
I think what you are looking for it to limit the admins to see only tickets that are assigned to them or their groups.
Go to User management and then to the permission tab under one of your admins - you will see all the permissions available

Good luck !
[Post New]30/05/2012 10:39:48
    Subject: Re:How can I limit the Ticket visibility of an adminitrator to a specific ticket Type?
[Up]
ataglietti
SysAider

SysAider from release 7.5
Joined: 25/05/2012
Messages: 2
Offline
Thanks mr SysAid for ur answer,

I look at the permission tab of one admin operator but I can't find how to filter according to target group... how can i do that?

I can select only in "View Service Requests that are assigned to " the administrator , administrator and groups only, anyone" ...

bye

[Post New]30/05/2012 11:27:18
    Subject: Re:How can I limit the Ticket visibility of an adminitrator to a specific ticket Type?
[Up]
Oded M
VP Product


Joined: 28/05/2008
Messages: 892
Offline
The "View Service Requests that are assigned to " the administrator , administrator and groups only, anyone" ... is the correct permission.
this means that admins can see only tickets that are assigned to them specifically or their group.
The fields in the ticket that set this are : Assigned to, and Admin group

This message was edited 1 time. Last update was at 30/05/2012 11:27:28
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