I am working on implementing OTRS into our organization. We have a requirement that departmental managers be able to see all of their employee's tickets. Employees should not be able to see anyone else's ticket. I am not sure if this is possible in OTRS.
My first thought was to use the Company Ticket ID and just give each department a unique ID. This would allow managers to see their employee tickets, however, it would also allow employees to see other employee tickets in their department. Is there anyway to prevent this?
Any help would be greatly appreciated, thanks!
Grant Access for Managers to See Employee Tickets
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crythias
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Re: Grant Access for Managers to See Employee Tickets
yes. Check out CustomerIDs in the docs http://doc.otrs.org/3.0/en/html/x2276.h ... mer-ids-db
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Grant Access for Managers to See Employee Tickets
Ah yes, thanks! I looked through the docs too, my carelessness had the best of me.