Forum GLPI-Project

kdp

Member

Registered: 2025-01-20

Posts: 10

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.

Last edited by kdp (2025-02-18 10:51:46)

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,370

Re: New tickets visible to all groups problem how solve this

assign L1 team by defaut  using ticket template

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kdp

Member

Registered: 2025-01-20

Posts: 10

Re: New tickets visible to all groups problem how solve this

assign L1 team by defaut  using ticket template

Hi, We already assigning new tickets to L1 team lead. this way we created business tkt rule.

New Ticket Assignment    Assign Ticket of end user by default to company_name mail    Add   

Status->is->New

Watcher Group->Assign-> L1_csg_blr
Watcher->Assign->L1_csg_tl

kdp

Member

Registered: 2025-01-20

Posts: 10

Re: New tickets visible to all groups problem how solve this

Our main issue is that L2 and L3 can see the tickets if they are new and the status is not changed to processing. How to hide the visibility of new tickets at L2 and L3 profiles.

cconard96

Moderator

Registered: 2018-07-31

Posts: 3,288

Website

Re: New tickets visible to all groups problem how solve this

If a technician has permission to assign tickets, they have the ability to see tickets that need assigned. That's is how it works for now.

In GLPI 11, the ability to see "New" tickets is being moved into its own permission.

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