Why does the New Ticket menu show departments I don't belong to?

[jreed]

I don't understand why the New Ticket menu shows departments that I don't belong to? If I create a ticket in one of these departments, after I submit I get an error saying I don't have permission to view the ticket I just created. What is the usefulness of this? It seems it would be much better to keep the department list pruned to only departments I belong to.

Is there a way to do this easily?

[Jamie Edwards]

There isn't - there has been a lot of discussion about this recently. The ability to create tickets in a department to which the staff user does not belong is a useful feature to surprising number of SupportSuite users.

Unfortunately due to framework limitations we cannot offer the ability to only display the departments to which the user has access as an optional in Version 3, but will be able to in Version 4.

If you'd like to post a feature request, we can consider adding an option in Version 3 that reports to the user they do not have access to create a ticket in X department, however.

[Siora]

It would make sense to at least include an warning message to the staff member letting them know that they can't create a ticket in that department before they waste time creating only to find out later that they didn't have permission. Maybe a pop-up box that informs them and stops them from proceeding.

[Thijs]

And anotherone who sees this issue.

Guys, why don't you just fix this, I think this should be doable, or at least display a hack for people that have the Owned Version.

This is something where you think of by designing it ?

I mean, it's already done in the staff area as I described in my other topic about this, why don't you guys just apply that part of code to select the departments.

It's already there... not much work.

[Jamie Edwards]

Hi have submitted this as a bug: Kayako Bug Tracker - Viewing Issue #466 - New ticket menu shows departments to which staff do not belong

[Thijs]

Originally Posted by Jamie Edwards

Hi have submitted this as a bug: Kayako Bug Tracker - Viewing Issue #466 - New ticket menu shows departments to which staff do not belong

Hi Jamie,

This is great !

Would it be an idea to make a bug report also for the following:

- See staffmembers from other departments on ticket creation/management
- See other staffmembers on search (departments is ok there I see ?)
- See staffmembers on Private Message Compose.

I think this is all in the same spot.

Would be great to have some fixes for this.

[Thijs]

Originally Posted by Thijs

Would it be an idea to make a bug report also for the following:

- See staffmembers from other departments on ticket creation/management
- See other staffmembers on search (departments is ok there I see ?)
- See staffmembers on Private Message Compose.

Jamie asked me what kind of security issue the points that I described above are.

It are not security issues if you ask me, but it are management issues, and that is where this whole package is all about... management.

I have the idea that these are on the same spot, I might be wrong, but it's all Database work.

Please share your thoughts.

[John Haugeland]

Thijs: we agree. This is in my near-term queue for fixes now.

- John