ACL to show only a particular type of ticket to user.

[sneha]

Agent can see all tickets present in queue, is there any way to hide some type of tickets from the agent using ACL.

[crythias]

It would be better to use queues and groups to do this.

[jojo]

Yes, this is only possible via different Queues and groups for the permission assignment

[sneha]

Thanks for the help.

I also wanted to know is it possible to assign permission to hide tickets based on location of users. I have many queues which belong to users belonging to different locations, now I want them to see tickets only belonging to their location.
For example,
I have queue q1,q2 and q3 and users u1, u2 and u3 where all three users have access to all three queues, but user u1 and u2 belong to same location and user u3 belongs to a different location, so user u3 should not see tickets raised from any location other than his location.

[Giulio Soleni]

Hi,
I think you may try to activate and configure the customer company support to achieve your goal.

Three steps in configuration:

1. In the Config.pm copy and paste from the Default.pm the section related to Customers and specify

Code: Select all

CustomerCompanySupport => 1,

2. activate the CustomerIDs support, slightly modifying the db schema... just look for "Customer with multiple IDs (Company tickets)" in the Admin Manual, and remember to un-comment the following line in Config.pm:

Code: Select all

[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],

3. again in Config.pm specify:

Code: Select all

CustomerUserExcludePrimaryCustomerID => 1,

With these configurations you may define two companies, one for each location, let's say

CustomerID = ACME01
Company = "ACME inc. Location One"

and

CustomerID = ACME02
Company = "ACME inc. Location Two"

Then you have to specify that u1 and u2 belong to "ACME inc. Location One" while u3 belongs to "ACME inc. Location Two" chosing from the dropdown menu that now will substitute the text field for CustomerID in the Customer Management form.

Finally and most important you have to remember to specify also the CustomerIDs of each customer that should be manually set to "ACME01" for u1 and u2 and "ACME02" for u3.

In that condition, under "my tickets" each user should see and manage its specific tickets...
under "Company Tickets" each user should see and manage the ticket opened by other users, belonging to the same company, for the queues they share.

Even if u1 and u3 share the queue q1, u1 should not see any ticket opened by u3 for the queue q1 under "Company Tickets", and vice-versa. That's because u1 and u3 do not formally belong to the same company.
On the other hand, u1 and u2 should see and manage each one's ticket opened for the queue q1, since they both belong to the same company.

HTH
Giulio