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I watched a great GLPI video on YouTube where the user explained how he used it for multiple business functions, not just helpdesk.
I would like to see if GLPI can be setup for other business departments, not just helpdesk.
I would like tickets to be siloed so only users with the correct permissions can see their department's tickets.
For example if a ticket is for departmentA then only the users with access to departmentA should be able to see the ticket.
I am investigating groups as a way of achieving this and can assign a ticket to a group however other users can still see it. Another possibility may be creating entities for such tickets?
As I am sure I am not the first to have this need any guidance from more experienced users would be greatly appreciated.
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Solved.
Created a group for each department and tickets can then be assigned to a group.
To restrict users from accessing groups they are not a member of:
Administration>Profile>[profile]>Assistance>
1) see group tickets=YES
2) See all tickets = no
Offline
Solved.
Created a group for each department and tickets can then be assigned to a group.
To restrict users from accessing groups they are not a member of:
Administration>Profile>[profile]>Assistance>
1) see group tickets=YES
2) See all tickets = no
Hi,
My problem is : New tickets visible to all groups problem how solve this.
we created three layers: L1, L2, and L3. When a customer raises a ticket, it should only be visible to the L1 team lead. L2 and L3 should only see it after the L1 lead adds the L2 lead as an observer. However, the issue is that new tickets are visible to all levels by default. How can we fix this?
Our goal is whenever L1 Team lead assigns/escalates that ticket to L2 level then and only then L2 group can see it. same way for L3.
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