Restrict Department from seeing other Department and Users in Staff-panel

[Thijs]

I'm figuring out how I can restrict a Department that it only can add tickets to their own department, so it can't see other departments and it also can't see users that has added tickets to other departments.

I have seperated this topic in 2 sections

One (1):

Of course we can disable the users-tab for the department, if a tickets comes in that specific department, the department will see the user that has added it to it's department and that should be enough because the department does not have to manage the user 100%, at least not remove the user.

If a department would be able to see his own users in the user management, and not the users of other departments, I think there will be a problem if a user will add a tickets to 2 seperate departments that both don't know of their existance, but I can't tell for sure if this will be a problem when this should be possible. The system knows the user for 1 department for an example, when the users adds a tickets to a second department that does not know of the first department, the user should only be enabled on that department because it already esists in the system... that would cause a problem I think.. I think the system is not designed for this ?

If it's without any problems for the user having tickets on multiple departments where only the user and the departments know of specific tickets, it would be nice.


Two (2):
.

If a department wants to add a tickets manually it can see also other Departments that are setup in the system.

Would it be possible (with a hack) that a department can only see their own department at this stadium of adding a ticket ?

Of course the admin of the system needs to be able to oversee everything and does not needs these restrictions, but that is an other question that might be asked later.

The main question for this one is... can I restrict departments from seeing others when adding tickets, or even at all in the system (backend)?



==== Addtional one: ====

I have seen that there was a feature request for deparments that can only see their own (online) staff and not from every department. I can fix this simply by removing that whole "online staff" part from the backend for now, but a hack for this would be nice too.

If there is some misunderstanding, this can be me because of the late hour that I'm writing this. If there is more info needed, just ask below

[Thijs]

OK, I have found out that I have to modify this "query" so I can limit it on the department where the staffmember is member of.

swticketdepartments = [<{foreach key=key value=item from=$cpdepartments}><{if $item[departmentmodule] == "tickets"}>['<{$item[title]}>', '<{$item[departmentid]}>', '<{if $item[index] == 1}>1<{else}>0<{/if}>']<{if $item[index] != $cpdepcount}>, <{/if}><{/if}><{/foreach}>];

Now is the question how these "queries" work.

[Thijs]

No-one has a clue for this ?

It would be nice if we had the possibility to tight the views of staff/departments more.

It's actually strange that when I open the " Tickets" menu that i can't see "New Ticket" in the source of the page that is displayed in the menu.

[Dynadata]

I agree, would be a nice feature to have. Post it by the Feature Requests?

[Thijs]

Originally Posted by Dynadata

I agree, would be a nice feature to have. Post it by the Feature Requests?

In my opinion it's just a bug:

SupportSuite, eSupport and LiveResponse 3.20.00 Release Candidate

Why would you display people that you "don't know" ?

At the end it's maybe bad design on the framework, but when they can fix the "show unassigned departments" , I think it's the same bug to fix.

[Thijs]

Bug #472, #473 and #474 are still in investigation.

I have emailed Raghav a couple of times about it and every time he says "this is going to be fixed and under investigation".

This is taking VERY long !!

[Thijs]

Jamie,

This is still under investigation.

Doesn't take this a little bit too long ?

[Thijs]

And now they moved this from 3.30 to 3.40 and still investigation.

Do I need to email you guys about it ?

Thijs

[Jamie Edwards]

Hi Thijs,

No - as you can see, we are on top of the bugs and are managing them accordingly. There is no need to e-mail us about it; the bug has been marked as Investigation because it is under investigation.

It requires a lot of investigation and work, and is not something that can be changed lightly. It is unreasonable to expect us to hold back the releases for it, so it will have to wait I am afraid.

[Thijs]

Hi Jamie,

I don't say you have to hold back releases because of it, but why move it away to a later version ?

Raghav told me a several of time that the tickets would be updated shortly, they never did, so that's why I ask here.

I already asked for a workaround for an ifstatement or whatever because it's done on other places already in the staff panel.

So by trying to find a hack or workaround I try to offload you, but you never get response about that, only: "We don't support other developers".

This is quite confusing.