Organizations & Tickets - Granular rights

Idea shared by Yannick Guerdat - 7/16/2018 at 10:53 PM

Completed

Hello Community,

I have an issue with a customer who has a large organization. Actually up to 50 of their employees open daily tickets over our support platform.

The managers of this organization need to have rights to look at each ticket opened by a member of the organization. But because of privacy settings presents in the tickets sometimes, the other members of the organization are not allowed to see the tickets of the organization.

So actually the features present in the version 14 are not usable for them.

Can you tell me if this feature is somehow implemented or if it is a feature who can be developed soon ? I need actually to print-out each ticket and I spend hours for that.

Thanks for your feedback

Artionet.Group - Digital Transformation, eGovernment Solutions

3 Replies

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Employee Replied

7/19/2018 at 10:17 AM

Employee Post

We have made a change to how this new feature works in our latest version of SmarterTrack. We have removed the option to allow all members of an organization to see the organization tickets on the portal. Instead we now have that option in the member creation. This allows you to target exactly who can view these tickets. It is also a more secure option.

Yannick Guerdat Replied

7/19/2018 at 11:18 AM

Do you have any documentation for this feature ? I didn't follow the way to process it. Actually I add the members under the organization. But then all the employees of this organization see all the tickets of this org right ?

Thanks for your help and best regards

Artionet.Group - Digital Transformation, eGovernment Solutions

Employee Replied

7/19/2018 at 11:42 AM

Employee Post

This feature is part of SmarterTrack version 14.1.6773. The release notes for it mentions it. With this new feature when you add a new member to an Organization by the types of UserName, Email, or Domain there will be a check box in that modal to allow them to view the organization tickets on the portal. If you make them by selecting a specific user, as long as they are logged in they can see the tickets. If you use email or domain, then the users with matching emails, or emails match the domain must be a verified user.

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