Add quick view/search action for user tickets to User Management Admin panel
What is your original issue/pain point you want to solve?
We often use the User Management Admin Panel to audit our user accounts, to verify if we have all their details configured in their user profile. These details are usually harvested manually from their tickets, as most of our users have e-mail signatures with relevant details, which we want to have in their profile. We now have to copy/paste their e-mail address (or their name) and search for tickets via the Quick Search menubar, which is time-consuming.
Which are one or two concrete situations where this problem hurts the most?
During reviews of new and existing user accounts in our instance, starting from the User Management panel.
Why is it not solvable with the Zammad standard?
Zammad doesn’t seem to have a quick way to easily query user tickets when using the User Management panel as a starting point.
What is your expectation/what do you want to achieve?
We would love to see an addition to the Action menu, like a “View user's tickets” button which opens a quick search for all tickets of that specific user.
Also, we do have an enterprise support contract, but this feature would be a low priority ‘nice to have’ in my opinion, so I’m just going to follow the normal community feature request process here.
User management is a tool for admins and admins don’t have access to tickets. A search would only be successful if said admin also has agent permissions.
The exact agent permissions would also limit what tickets the admin will have access to. I am a bit concerned, that admins have unexpected results using that button, as it is possible/likely, that they will not find all tickets of that user. What is it you’d expect permission wise when clicking described button?
Ah, I hadn’t considered this, as this is not the way we use Zammad. Our admins are also agents in certain specific groups, but also super agents for every group[1].
Yeah, that really changes things, I agree that this could possibly lead to unexpected results for other Zammad users/use-cases, which makes this a potentially dangerous/problematic option. Implementing it in the way I described is probably a bad idea, and it’s probably best to leave it as-is, as I wouldn’t know of safer alternative routes for this feature.
It’s a bit more subtle than that. For context: specific users with sufficient security clearance and trust levels are given an All Access Super Agent role, which grants Read, Create, Change, Overview permissions for every group. In practice, these people are usually (also) the admins. ↩︎
That might be a good alternative, thanks! We have reached a stage in which we are maturing and professionalizing our Servicedesk towards a more strict ITIL-compliant and future-proof setup. Corporate has expressed their desire for specific reporting and statistics, so I’ll need to dive into this anyway, as these are uncharted waters for me.
