Please assist - can't figure this out

[johannes_ve]

Scenario:

Staff member John in Department Support receives a ticket, assigns it to staff member Peter in Department Sales.

John does not belong to Sales (the way I want it), but how can I allow him to track the ticket he assigned to Peter in sales? It simply dissapears from his view... this is REALLY FRUSTRATING.

The obvious solution would be to allow John access to Sales Department, but then he will also receive all the new sales tickets.

Please help!

[Vagrant X]

I think this is actually a case of the ticket being assigned to another user won't appear in your normal department views - though we use a loose grouping. For example, I as an admin don't get assigned tickets in any of my views, even though I have all-knowing permissions.

Is 'John' able to view the ticket if searching by ID? Would an interim department (Sales-Transfers) for staff use only (not listed when tickets are submitted) work for you?

A couple of ideas to get you going..

~V

[johannes_ve]

Thanks - I think it's the logic used (Departments / Groups / Staff) that's a bit confusing. I simply want a staff member of one department not see all available departments / staff members when assigning a ticket. We have many departments, most of them internal, and it confuses our support guy in one geographical to scroll through all staff / departments when assigning a ticket. We can probably change this code-wise, but I still feel it's such a simple filter that I'm missing it somewhere on the admin CP panel...