Getting users to see other tickets?
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?