Customer/User manager access to subordinate tickets

[k00laid]

Hello, I may not be using the right terminology in my searches but I haven't been able to find anything close to an answer to my problem. We are rolling out OTRS for internal help desk, so our customers are our coworkers. One of the objectives of this project is to be able to have department managers to be able to view the open tickets that their subordinates have submitted. In my mind this is how customer groups get involved but in practice it doesn't seem to be true. Any ideas on how to make this work?

[yuri0001]

Hi!
Try to use Department a CustomersID for customers and turn on Company support. In this case your manager can see the tickets of his Department in Company tickets menu item in customer interface. So all coworkers of department can see all tickets of department. If you don't wont it - need some additional efforts to give rights for individuals for this, may be ACL or something else

[k00laid]

Would it be possible to take this a step further? So that the various level of management can see everyone below them? The other complication comes with needing to do the ACL work you mentioned?

[yuri0001]

It's just a built-in ability of OTRS for display customer tickets and company tickets.
Dancing with tambourines begins when you want to give this feature not for all customers in company or department.