We use the KBOX internally

I am trying to figure out if there is a way to display all of the Tickets to All users but the users can only comment on tickets they submitted
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I don't think this is possible.

You could create a report to list ticket all the tickets, but that would require giving them restricted access to the admin console.

I once put together a custom help desk rule for a client that list all tickets ahead of them.

That maybe a way to go.
Answered 04/12/2011 by: dchristian
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Well... we are looking of developing more of a service desk... where all the users can see all the tickets ranked in priority, along with all the comments on the tickets.

So for example, our VP of Sales could login and see all the tickets...
see where his project falls in the line of tickets
and then also see comments of work completed on all tickets
and update HIS tickets if he wants
Answered 04/12/2011 by: jweathington
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gotta love those sales and marketing users....
Answered 04/13/2011 by: dyehardfan
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I've been involved in hundresds of service desk implementations and never seen this requirement, but you can certainly add a feature request at http://kace.uservoice.com
I could understand wanting to know how many tickets are in line, and I could probably think up a way to add a heads-up-display to the login page with some HTML and SQL query, but as for the view of the tickets, that's a potential violation of ITIL, HIPAA, PCI, and other regulations depending on the industry. "In line ahead of you" is very subjective to the technicians- for example 2 tickets have critical priority and one of them affects non-critical staff, but the other one affect critical staff; it's the techs discretion which to handle first probably but I'm betting they choose the one that affects critical staff. I promise the VP isn't more critical than the payroll department on pay week- See how subjective it is? ;-)
Answered 04/13/2011 by: cblake
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cblake, its completely subjective and its also different based on who you talk to... talk with payroll, they are most important, talk to sales, they are most important... payroll says without us nobody gets paid... sales says without us, nobody gets paid... hmmm

anyways, looks like its not possible, ill put in a feature request thanks
Answered 04/21/2011 by: jweathington
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We currently do this, they have to login to the /admin side, just create a role called servicedeskadmin or whatever, then set that role to write access on the tickets in service desk and hide everything else.
Answered 03/01/2012 by: MoranTug
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MoranTug
The request here was for Non-IT/Non-Admin staff to be able to see all tix; but you are correct- if you grant everyone access to all queues they'd be able to accomplish this, but they'd have the ability to update the tickets- which was explicitly defined as unwanted above.
Answered 03/01/2012 by: cblake
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