Access Rights To Ticket And Queues
- How to limit company or user access to certain queues?
Users can only access the queues their company has access to. The Queue Access Right management screen is located in the manage menu. From there you can change the access rights. By default, companies have access to all queues.
- Can users see all tickets in their company?
By default users can only see the ticket they created. It is sometimes necessary to give users access to all their company tickets. For examples if you manage a server farm for a customer and one of them goes down, you don't want to have 100 users opening a ticket about the same issue. In this case if you enable company access, users can see what tickets are already opened.
To set this up, first you need to enable the option company access in helpdesk settings then you can edit a user profile and enable this option. Once saved, the user will see a menu called My Company that will show all his company tickets.
