Separate views for helpdesk technicians
Is there a way to create a ticket view for a Helpdesk technician that is separate from the administrator's view? There are certain fields in a ticket that will only be useful to admins and I'd like to hide them from the techs. I want to make it like the user view where only a few fields are visible to them and I (and other admins) can see the rest.
Answer Chosen by the Author
You are talking about 3 security levels which as far as I can tell is not available yet.
You have a choice to set a user as either owner or nonowner. This means they either have access to edit all the ticket features or have access to limited features. If you don't mind having users have the same access to the ticket fields as your techs then set that as the default access for those fields and give your techs regular user access.
There's a user voice request somewhere on that site that you can vote on if you'd like (or create a new one if you can't find it).
Answered 01/08/2015 by: h2opolo25
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