I think you could set the adminCC for locations A-E to the group that
needs to see those. Then build a "My Team" search that displays all
tickets for which you are owner or AdminCC.
This will do what you want, I think, at least in terms of finding and
displaying those tickets.
Alexander Finger wrote:
Hi Brandon,
the first obvious idea would be to grant access based on custom field
values, which is not possible.
Another option would be to use a Queue per Location, having the
disadvantage of spreading tickets over multiple queues.
A third option would be to create child tickets automatically, based
on the custom field value (and update/close the master ticket by using
the parent/child relationship). I think that's doable and would work
in the case as you describe it.
rgds
Alex
On Sat, May 14, 2011 at 8:21 AM, Brandon Ward <[email protected]> wrote:
v3.8.7 -
I have a question about Queues, Tickets, and Custom Fields. I've found
some info in the Wiki regarding spawning child tickets, but can't tell
if that's what I need to do.
Is this possible?
I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and
C3).
Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations
(A, B, C, D, E, F, G). C3 needs to see tickets for
all locations EXCEPT for F and G.
Is there a way to have all tickets cloned or viewable to C3 except for
those relating to those 2 specific locations? The
tickets for the C1 queue have a custom field that specifies which
location it's for.
C3 will be using Self Service and should only be able to VIEW tickets
that pertain to them.
Scenario:
A call comes in to the helpdesk from C1. A ticket is opened in the C1
queue. During creation, a location is selected from
a custom field. If the location is A-E it needs to be viewable to C3.
If not, it acts like a normal ticket in any other queue.
Can this be done via scrip or extension?
Thanks,
Brandon
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