Limit technicians to their own tickets
Is it possible to setup a technician account that only has access to view their own tickets - or possibly tickets in a specific category? If not here is the situation I am trying to solve if anyone has an idea on how to best go about it I'd appreciate the input.
We have a vendor that is handling all of our hardware related issues with printing. Right now it's a mess... Not monitored in helpdesk, I don't want to make them techs in helpdesk as their employees would have the potential to find things they should not have access to. Making them a user is kind of a work around, but then the person that should be getting support is left out of the loop.
Any thoughts??
Much appreciated!
Dennis
We have a vendor that is handling all of our hardware related issues with printing. Right now it's a mess... Not monitored in helpdesk, I don't want to make them techs in helpdesk as their employees would have the potential to find things they should not have access to. Making them a user is kind of a work around, but then the person that should be getting support is left out of the loop.
Any thoughts??
Much appreciated!
Dennis
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Answers (1)
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Posted by:
nshah
13 years ago
Hi,
If the account they are using has a label that allows them to be owners of tickets then they can see every ticket in the KBOX, even if it isn't assigned to them.
One way you can separate the Hardware tickets from the Helpdesk is using a different queue. Tickets for hardware can go into another queue and that area can have different ticket owners
Or
You can use ORGS in the KBOX to have a separate line and tickets flow into a completely separate helpdesk within the KBOX>
If the account they are using has a label that allows them to be owners of tickets then they can see every ticket in the KBOX, even if it isn't assigned to them.
One way you can separate the Hardware tickets from the Helpdesk is using a different queue. Tickets for hardware can go into another queue and that area can have different ticket owners
Or
You can use ORGS in the KBOX to have a separate line and tickets flow into a completely separate helpdesk within the KBOX>
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