New process ticket visibility

[stefadam]

Hi,
Is it possible to create a new process ticket only visible to the HR groups/queues? Such as new employee hiring process should be only visible to HR agents when creating a new process (and should not be visible by IT group).

[root]

Hi,

This can be done with ACLs

- Roy

[stefadam]

Hi,

This can be done with ACLs

- Roy

I tried to do it, but it's not working, "New employee hiring" process still visible from an IT agent.



https://imgur.com/DIzZtuW

My ACL settings were this:


https://imgur.com/m8jZee0

Anybody could help me to fix this?

Thank you

[root]

Hi,

You have to use the process id, not the process name:

SCR-20240310-nhik.png

- Roy

[stefadam]

I set it to the process id instead of the process name, but the ACL is still not working. The process still visible for the IT queue (group).

[root]

Hi,

Have you ever read your ACL out loud?

"When the queue selected at the moment in the UI is 'IT - queue' then removed the process from the available list and the state new from the list of the possible states".

Are you sure this is what you want? Checking if the agent belongs to the IT groups should be probably a Group_rw or Role match. Details are in the documentation.

- Roy