How to privatize a ticket and/or specific entries/comments?

[danish]

Hello Group

How can one privatize the entire ticket and/or specific entries/comments in a ticket?

For example, if we create a "Termination" ticket, we would not want the entire world to view the ticket's contents.

Thanks,
David

[crythias]

1) Who is "the world"?
2) Who is the audience for the ticket?

A ticket can be assigned to a "terminations" queue, but membership to the queue is based upon groups. If you establish CustomerGroups and make sure the audience for Terminations is a member of the terminations *group* and that the *users* group is not a member of Terminations *queue*, and the appropriate agents are also members of the group assigned to the Terminations queue AND "Company Tickets" is disabled for "the world" who have the same CustomerID as those who are involved with terminations, you should be good.

Summary:

• Customer Groups enabled
• Create a Terminations Queue
• Create a Terminations Group
• Assign Terminations Group to Terminations Queue
• Assign users and customers to Terminations Group
• Do not assign users group to Terminations Queue
• Remove "Company Tickets" permissions from "the world"
• Assign Terminations tickets to Terminations Queue