I'm having a hard time finding enough settings to get a balance for Managers.

Intent:  I want managers to be able to get a quick ticket layout/view to see their employees tickets, and this is possible through custom views if they are OWNERS in a queue.  However, this gives them too much to see, and opens them up to ALL of our tickets and comments and work.

As regular submitters though, they do not have enough 'power' to see their employees tickets.  Even on the CC_LIST they can take direct links to the ticket, but they cannot search for the ticket or get it on the ticket layout.

How has anyone worked through this middle ground?

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  • I think that you'll have to settle for setting them up as owners and then create custom views that only show them the tickets for their employees. If they shouldn't have access to viewing tickets for other employees then you'll have to break things out into separate queues.
  • yeah this is the solution we are afraid of.

    we're not a HUGE organization (150~ employees) but departments are small and then would become terrible for our 4 team IT to manage.
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