Is there a way to give users read-only access to all help desk tickets? We have management staff who need to view the tickets that their staff members are working on but we don't want them to be able to change the tickets in any way. I set up a Help Desk Role to give them read-only access to the help desk tab in kbox/admin but (so far as I can tell) they can't view anyone else's tickets unless they are in the "ticket owners" label. Is this even possible? Thank you.
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This isn't possible with the KBOX. Tickets only have three types of permissions: submitter, approver, and owner. You'll have to create reports that management staff can run to see a list of tickets fitting specific criteria.
Answered 06/23/2010 by: airwolf
Tenth Degree Black Belt

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Wow, that is very disappointing.
Answered 06/23/2010 by: maurere
Orange Belt

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We don't have a succint defintion of a readonly account. There is an enhancement request in the system but toda you have to do the following to get this functionality:

  1. Create a role that has read-only access to tickets tab in the admin portal. This role should have all other tabls in the adminui hidden (if desired) and have all the user portal tabs hidden (required)
  2. Create a user that is mapped to this role
  3. Put this user into the label that represents ownership of the queue
This user will now be able to see all tickets in the queues via the adminui. This user will have editable fields BUT will not be able to save any changes.

If you give this user write-access to the user portal then they will be able to make and save changes there.
Answered 06/23/2010 by: GillySpy
Seventh Degree Black Belt

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