limit visibility Tickets to operators based Service

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serena
OTRS newbie
Posts: 8
Joined: 07 Nov 2019, 18:40
OTRS Version?: OTRS 5
Real Name: Serena Rondoni

limit visibility Tickets to operators based Service

Post by serena »

Hello everybody

We need to be able to limit the visibility of the Tickets to different operators, based on the Service. :( :(

In detail, if a Ticket is opened associated to a given service, only a part of the operators (who are not associated with the same groups or the same roles), must be able to see it.
Example
  • Operator1 associated with the Group1 group (with associated different Roles)
  • Operator2 associated with the Group2 group (with associated different Roles)
  • Operator3 associated with the Group3 group (with associated different Roles)
  • Operator4 associated with the Group4 group (with associated different Roles)
A Ticket is opened and associated with the YYYY service.
The ticket must be visible to Operator2 and Operator4 while it must not be visible to the other 2 operative.

Is there a possibility to implement this functionality? :( :( :(

Thank you so much for your help
Best Regards

Serena

MHCDdave
OTRS newbie
Posts: 5
Joined: 30 Jul 2019, 22:36
OTRS Version?: 6.18

Re: limit visibility Tickets to operators based Service

Post by MHCDdave »

I think you might need to add queues to the mix here in order to manage that.

Have a queue for each service, and a group that matches that queue. Make sure you set the "group" in the queue creation menu to be the one you created for that queue, and add the appropriate operators to it.


For Example:

Queue = Email
Group = Email

Add operator1 and operator2 to the e-mail group but don't add operator3 or operator4

Set permissions on the e-mail group however you need to.

tickets logged to the e-mail queue will only be visible by people in the e-mail group, i.e. operator1 and operator2 in this case.
OTRS 6.18

serena
OTRS newbie
Posts: 8
Joined: 07 Nov 2019, 18:40
OTRS Version?: OTRS 5
Real Name: Serena Rondoni

Re: limit visibility Tickets to operators based Service

Post by serena »

Hi,
I had done this but now they are asking us to show the tickets associated to a certain queue (so to a certain group) also to operators present associated with another queue (and therefore to another group) as the tickets they are all related to the same service.

Example

Queue = Email
Group = Email

Queue = Telephone
Group = Telephone

All tickets that have the Service = Reservations must be visible to the operators associated with the Email and Telephone queues even if the tickets are associated with different queues

Is there any way to do this?

Thank you so much for your help
Best Regards

Serena

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