I need to setup the helpdesk so department managers/supervisors can see all open tickets for the employees in their department.

Is there a way to do this without having the manager (just another user really) login under the adminui console and setting up some elaborate way to allow them to see Only their groups?

We have a two Custom fields in the Service Desk called Department & Location that we use to allow the submitter to select the location and department they are part of. We have 7 locations and most locations have the same department names so this is how we keep them seperated.  It would be nice if the manager could Select Views for their own department so they could see what was Open, Closed, etc.

I know I can make all managers a Read Only Admin and lock it down from there but they still can see every open ticket from everywhere and I just want their tickets showing. 

Thanks.  Russ

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There isn't a way to do that. They have to be able to log in as admin or had rights as a ticket over but they would in turn be able to see all the tickets in their department.

Could you set up a report that goes out to them daily for each department showing the tickets open?

Custom views could be used but each one would have to do it on under their login. You couldn't create them and make them available. 

Answered 08/17/2012 by: nshah
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The problem is that there are not currently any user labels for the helpdesk.  Any admin user can see all tickets.  This type of enhancement has been requested in the past:


I agree with nshah that you should use a report for this.  You should be able to create a report using the Report Wizard that uses your custom fields of location and department.

Try it out.  If the report doesn't work, contact KACE support because there is a patch that should fix it.

Answered 08/20/2012 by: jknox
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