Is there a setting somewhere that I can set it so "user" / "submitter" level employees can see tickets that they are not attached to?

I've noticed that they normally cannot, but if they are added as a CC on the ticket, then they can see the ticket if linked to it directly.  They cannot search for the ticket or find it.  Is there another way to open this up without allowing them, as labeled, to be owners within a queue?

 

Purpose:  I want managers to be able to see tickets submitted by their employees but we're really debating giving them ownership within our main service desk queue due to the fact they then have too MANY rights and can see ALL tickets as well as modify them and see hidden comments/info.

 

I'm trying to strike a balance between USER and TECHNICIAN with the managers but am not finding a good way to do this; there is either too much seen as owners or not enough power as submitters. 

 

Has anyone had an success at finding a good balance?

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At this time, there is no other choice. If you are a user, you can't see any tickets outside of the ones you submitted.

It's been submitted as an enhancement request: http://kace.uservoice.com/forums/82699-k1000/suggestions/3746942-allow-view-access-to-all-tickets-without-being-a-t

In theory, CC shouldn't even work: http://kace.uservoice.com/forums/82699-k1000/suggestions/1779933-cc-ed-users-ability-to-view-tickets-they-are-copie

Answered 08/20/2013 by: jknox
Red Belt

  • yeah I've tested many 'places' to add a user to a ticket so they can see it, and CC works. They cannot search to find the ticket, but if they are linked directly to it, then they can see the ticket.

    no other data field seems to 'allow' this viewing, so something within the php is doing a check and saying 'is this submitter? nope. is the email on the CC list concurrent with the user table for the logged in user? Yep. Open sesame.'


    Thank you though; after much testing I've become comfortable with the fact that managers just may have to be owners just for reporting purposes.
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