View Department tickets in employee view

[ramrajagopalan]

Is it possible to create in the employee view, for say a manager of a department to see all the tickets logged by employees associated with that department?

[ChrisPearson]

This can certainly be accomplished.

It will take some tweaking in multiple areas to get it done though.

You'll need to first be able to identify your managers somehow. New role just for them? Checkbox on the user form? Whatever you choose.

You'll then need to modify your access controls to allow for read access to incidents if the user is a manager and if the incident is for a person who's department matches the user's department.

Next come the query business rules...you'll need to modify those so that we allow for more than the normal "I can only see my stuff if I'm an end user" logic.

Finally, you'll need to modify a module under self-service (or create a new one) to pull a list of tickets for their department.

[Stig Brandt2]

Hi

It will cost you additional licences, as an employee can only see his own records.

[Stig Brandt2]

Hi

It will cost you additional licences, as an employee can only see his own records.

[ChrisPearson]

It will only cost additional licenses if your managers don't already have a role assigned to them...OR...if you choose to set this up in a manner which uses roles to grant the extra permission.

For example, I recently set up the ability for a new customer of mine to see other user's tickets if they belonged to the same location as another user. In that case, the requirement came up since the customer was a restaurant which didn't really care about the person calling in an issue, but instead cared about which restaurant was having the problem. The ability to see other user's tickets if they are a part of the same location allowed the day manager of a restaurant to call in a ticket, and then have the night manager check status on it later in the day.