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Submitted

Permissions to limit the tickets seen in the Ticket Portal

Related products:Tickets
  • October 30, 2024
  • 1 reply
  • 40 views
J

Proposed:
Allowing conditional permissioning for the Ticket Portal to allow:

  • all users within a company to access the portal and see their raised tickets
  • some users (tagged with some attribute) to see all the tickets raised by those in the company

This would combat any potential sensitive data raised in a ticket.

Just to use a very extreme example a user could raise a ticket to ask how to enter leave on our system for a user experiencing personal difficulties, in this case everyone in the company would be able to see that ticket.

1 reply

U
  • User2546
  • New Participant
  • November 20, 2024

Hi Jack, i am also trying to find a solution for the same issue. Shortly i want to restrict visibility of tickets between different groups within the same company. 

The scenario I conveyed to the support team is as follows;
 

There are companies like Company A, Company B, and Company C.

Company A has 2 user groups: Group X and Group Y.

Group X creates a ticket in Company A.
Group Y also creates a ticket in Company A.

Group X should only be able to view the tickets created by Group X.

Group Y should only be able to view the tickets created by Group Y.

In other words, Group X and Group Y should not be able to see each other’s tickets, even though they belong to the same company.


I am sharing Support team’s reply below;

 

I understand you want to restrict visibility of tickets between different groups within the same company. While we don't have a direct way to do this, we can help you set up a workaround using our audience rules and ticket attributes.

Here's what you can do:👇

  1. Create custom attributes for your tickets to identify which group they belong to (e.g., "Group X" or "Group Y").
  2. When setting up access permissions for the tickets' portal, create separate audience rules for each group. This might be timing consuming, but might be able to help to restrict the access.
  3. In each rule, combine the company identifier with the specific group attribute.

This way, users will only see tickets that match both their company and their specific group. It's not a perfect solution, but it should help manage visibility between the groups. Let me know if you need any clarification on setting this up!

Here's how you can do it:

  1. Go to the Tickets portal setup section.
  2. Click on "+ Add new" to create a new audience rule.
  3. First, select the company identifier (e.g., "Company ID" or "Company name").
  4. Then, click the "+ icon" to add an additional filter and create a filter group.
  5. In this new group, select the specific group attribute you want to use.

Choose "And" logic between these two filters. When using the "And" rule, the user will have to match both attributes.👇


Unfortunately i totally lost and couldn’t apply the solution. Hope it helps you. 

Also if you solve the issue, it will be great if you share with me.
 

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