Enhanced staff permissions

**Jamie Edwards** · **Enhanced staff permissions -** 11-06-2007, 12:32 AM

For very minor details, such as ticket deletion, address banning, removing billing entries, removing notes, removing users, editing users, viewing users and so on.

BigDawgRob

Hi,

Providing private news articles to staff is jolly useful. However, in order for staff members to see these articles they need to have permissions to the new modules itself.

I'm not too happy about all staff members having access to the news articles. As this does have the potential for intentional/unintentional posting of unwanted news articles to our customers!

I think that staff members should be able to view private news articles regardless of their permissions.

p.s. This was rejected a bug fix under:
http://bugs.kayako.com/index.php?cmd=view&id=107

BigDawgRob · **Add permission for mass mail -** 27-07-2007, 10:50 AM

Hi,

I would like staff users to view the 'Users' tab on the staff cp so they can review customer details. However, the mass mail function is somewhat dangerous if a accidental/intentional unwanted mail was to be sent to all our customers! Would it be possible to add a permission to limit access to the mass mail function?

Thanks,

Rob

mopa · **Only look but don't touch -** 03-08-2007, 09:00 AM

In the manage groups I have a group who should only have the option to look at tickets and nothing else.

They are not allowed to reply or change the ticket in any way but if I click "no" to everything except these:

• Can View Tickets Tab - Needed I guess
• Can Manage Tickets - don't want it becuase when I have yes on this they can also reply to tickets - but without it they can't even see the tickets?
• Can View All Tickets (Unassigned, Assigned to Self and Assigned to Others) - Otherwise they can't see the tickets.

Thats it - But with these setting they can still reply tickets which they should not. Is it possible in any way to only let them view tickets and thats it?

PS. I just upgraded to 3.11.00 STABLE
(and I'm sorry if this already have been asked - I didn't find it then)

**Jamie Edwards** · 07-08-2007, 07:16 PM

Hi mopa,

The ability to have staff 'look but not touch' isn't directly present as a permissions option currently, but is is a good request. I will move it to the feature requests forum.

caitlyntw · 08-08-2007, 08:48 AM

We've made some modifications internally to not only create view-only departments, but to restrict access to ticket reply as well because we do not want some employees to have direct contact with our clients.

So instead of one manage tickets permission we now have
1) View Tickets
2) Manage Tickets (for all functions, notes, etc but not reply)
3) Reply Tickets.

mopa · 08-08-2007, 12:56 PM

Do you have a nice and easy mod to remove the rights to reply then?

Corbets · **Workflow support -** 12-09-2007, 07:32 AM

One feature that would be really handy is the ability to place constraints on ticket flow. For example, with our current workflow, most departments are required to assign the ticket back to customer service. Thus the CS department becomes the interface between all groups (except that QA is the only team with an interface to the development team).

This is a process that we've defined, but it would be great if future versions of Kayako would allow us to place technological limits on this capability as well.

Cheers!
Lance

**Jamie Edwards** · 12-09-2007, 11:48 AM

Hi Lance,

Are you talking about some kind of button or 'Macro' that will perform a predefined set of actions on a ticket?

Corbets · 12-09-2007, 12:44 PM

Hi Jamie!

No, I'm thinking more of a way to prevent certain users or groups from doing certain things. In this case, I would love to be able to prevent certain groups from redirecting tickets to most other departments (i.e. Tech Ops could only assign tickets to CS or QA, but not to Software Development).

Cheers!
Lance

CraigB · 13-09-2007, 10:16 AM

I agree. My problem is similar, as I want to be able to limit some staff accounts so that they are able to view tickets and use the notes/release tabs, but are not able to use the post reply tab to respond straight to the customer.

senacdrms · 18-09-2007, 12:01 PM

This is a great feature to help controlling tickets.

Implementing a workflow helps a lot when we need to control who have access to each part of the ticket proccess.

mopa · Kayako: 3.11.01 | PHP: 5.2.3 | MySQL: 5.0.41 | Windows 2003 Server

I would like to see that when you create ie. a category for downloads then you should be able to click what user group have access to this category.

If tis were the case you could have ie. different download meterials for specific groups (ie. normal users and superusers)

Dr Yang · **Permissions in chat history -** 20-11-2007, 03:09 PM

I would like to be able to forbid permission to delete items in chat history?

Thijs · **Restrict Staff-member to only see users from his Team -** 02-12-2007, 10:57 PM

Hi,

I have seen that every Staffmember can see every user in the system.

I would like to see that a Staffmember can only see users that are "member" of this Team/Department.

Hoe can this be done ? I have the idea that it is difficult.

Thanks.

Thijs

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BigDawgRob Offline Member Posts: 82 Join Date: May 2006 Location: Luton, UK	Add permission for mass mail - 27-07-2007, 10:50 AM Hi, I would like staff users to view the 'Users' tab on the staff cp so they can review customer details. However, the mass mail function is somewhat dangerous if a accidental/intentional unwanted mail was to be sent to all our customers! Would it be possible to add a permission to limit access to the mass mail function? Thanks, Rob

caitlyntw Offline Member Posts: 99 Join Date: Jul 2006	08-08-2007, 08:48 AM We've made some modifications internally to not only create view-only departments, but to restrict access to ticket reply as well because we do not want some employees to have direct contact with our clients. So instead of one manage tickets permission we now have 1) View Tickets 2) Manage Tickets (for all functions, notes, etc but not reply) 3) Reply Tickets.

mopa Offline Member Posts: 134 Join Date: May 2007 Location: Denmark	08-08-2007, 12:56 PM Do you have a nice and easy mod to remove the rights to reply then? Kayako: 3.11.01 \| PHP: 5.2.3 \| MySQL: 5.0.41 \| Windows 2003 Server

Corbets Offline Member Posts: 47 Join Date: Aug 2007	12-09-2007, 12:44 PM Hi Jamie! No, I'm thinking more of a way to prevent certain users or groups from doing certain things. In this case, I would love to be able to prevent certain groups from redirecting tickets to most other departments (i.e. Tech Ops could only assign tickets to CS or QA, but not to Software Development). Cheers! Lance

CraigB Offline New Member Posts: 8 Join Date: Jan 2007	13-09-2007, 10:16 AM I agree. My problem is similar, as I want to be able to limit some staff accounts so that they are able to view tickets and use the notes/release tabs, but are not able to use the post reply tab to respond straight to the customer.

senacdrms Offline New Member Posts: 13 Join Date: Sep 2007	18-09-2007, 12:01 PM This is a great feature to help controlling tickets. Implementing a workflow helps a lot when we need to control who have access to each part of the ticket proccess.

Dr Yang Offline New Member Posts: 23 Join Date: Nov 2007	Permissions in chat history - 20-11-2007, 03:09 PM I would like to be able to forbid permission to delete items in chat history?

Thijs Offline Member Posts: 253 Join Date: Jan 2007	Restrict Staff-member to only see users from his Team - 02-12-2007, 10:57 PM Hi, I have seen that every Staffmember can see every user in the system. I would like to see that a Staffmember can only see users that are "member" of this Team/Department. Hoe can this be done ? I have the idea that it is difficult. Thanks. Thijs