Hiding Other Tickets From Staff

[paulpp]

Hello,

See attachment.


I'm noticing that User1 account shows (1) ticket in open. but this is actually a ticket assigned to User2. How do I disable this function. i just want User1 to get a ticket count on tickets that are assigned to him only.

--paul

[Thijs]

Originally Posted by paulpp

Hello,

See attachment.


I'm noticing that User1 account shows (1) ticket in open. but this is actually a ticket assigned to User2. How do I disable this function. i just want User1 to get a ticket count on tickets that are assigned to him only.

--paul

Check Kayako Bug Tracker - Issue List for this.

I have made 3 of these ticket reports, you can add your comment there if you want.

Raghav told me that they will look into it on a very short bade.

[supportskins]

I think the software currently gives an overall ticket count for the department and not per user. This is more of a feature request then bug report.

[Jamie Edwards]

Originally Posted by supportskins

I think the software currently gives an overall ticket count for the department and not per user. This is more of a feature request then bug report.

This is correct. Due to performance issues involved in rebuilding the tree menu for every staff user on every assignment, we decided the implement a 'global' count rather than deducting those the staff user cannot see.

We will look into changing this in Version 4.

[Thijs]

Originally Posted by Jamie Edwards

This is correct. Due to performance issues involved in rebuilding the tree menu for every staff user on every assignment, we decided the implement a 'global' count rather than deducting those the staff user cannot see.

We will look into changing this in Version 4.

I don't agree that everything should be moved to V4 as an excuse.

A several of things have to be fixed because it's not logcial at all.

[paulpp]

James, if you don't mind me saying so. i humbly disagree with this logic. why would user1 care about a global count. user1 only wants to worry about his assigned task, which is why i feel the count is misleading. I think, rather, this should be an independent setting for the individual user setting. which in turn would make everyone happy :-)

--paul

[Jamie Edwards]

Originally Posted by Thijs

I don't agree that everything should be moved to V4 as an excuse.

A several of things have to be fixed because it's not logcial at all.

The reason why is because it involves major rewrites of parts of the core system to implement some of the things like this - I am afraid it is not currently plausible for us to roadmap this for Version 3 release any time soon.

[Jamie Edwards]

Originally Posted by paulpp

James, if you don't mind me saying so. i humbly disagree with this logic. why would user1 care about a global count. user1 only wants to worry about his assigned task, which is why i feel the count is misleading. I think, rather, this should be an independent setting for the individual user setting. which in turn would make everyone happy :-)

--paul

Hi Paul,

Absolutely, and I agree; it should be a setting (although I would say an administrator's setting, rather than a personal staff preference as it is more of a question of saving system resources as opposed to a user interface feature.

[Thijs]

Originally Posted by Jamie Edwards

The reason why is because it involves major rewrites of parts of the core system to implement some of the things like this - I am afraid it is not currently plausible for us to roadmap this for Version 3 release any time soon.

Is there really looked at than ?

I don't have the feeling if I may be honest.

[Jamie Edwards]

Hi Thijs,

Could you elaborate on what you mean?

[Thijs]

Originally Posted by Jamie Edwards

Hi Thijs,

Could you elaborate on what you mean?

For an example the "bugs" I reported about the staff rights.

It's picked up now and the guys are really working on it I see and that is good

Maybe it was the bugtracker that was offline, the 3.20 release, I don't know, but there was some lag there.

[bgoodman]

Jamie - so is there currently no way to only allow people to see the tickets assigned to them? I don't care so much about them seeing the numbers but in the ticket list views I don't want them to see all of the tickets that are assigned to other staff members. I only want their tickets to be listed.

~Billie

[jnet]

I have the same problem I want the permission ability to let them either see all tickets or just tickets related to them.

the kayako permission needs fixing