An agent opens a ticket as a customer

Infos:

  • Used Zammad version: v3.5
  • Used Zammad installation source: (source, package, …) package
  • Operating system: centos7
  • Browser + version: chrome

Expected behavior:

  • an agent open a ticket as a customer shoud have the field group to assign his ticket to another group

Actual behavior:

  • an agent from sales departement open a ticket as a customer and he should assign it to IT departement.
    Problem: the agent dont have a field group to choose the IT departement

----> Is their any new documentation?

Steps to reproduce the behavior:

  • open a new ticket
  • put in the customer field my account name

What you’re trying to achieve does not work.
The reason for this is that the new ticket dialogue can’t decide if you’re creating a ticket as a customer or agent as of now.

Thus, if you’re an agent, you’re always creating tickets as an agent.

This means that you’ll have to add the creation right to all relevant groups for your agent.
This is something I generally suggest, because you then can also move incorrectly routet tickets to another group without forwarding tickets as example.

The role documentation has gotten a quite big and detailed update in the last weeks ands may help with permissions: https://admin-docs.zammad.org/en/latest/manage/roles/index.html

Hi,
we did it this way, but today we revealed an actual show-stopper! The agent for now is not only able to create tickets for all groups but also can create / send send emails for all this groups! So an agent of sales department may now send an email as IT-agent to customers. This is a no-go. Is there any other solution for agents to create “own tickets” for groups where they are note agent for?

We really depend on the possibility that agents also can be customers and that they can create tickets for other groups.

Furthermore the agent ist able to create “own tickets” on behalf of other agents or customers. This leads to an error oops message, because the agent does not own the ticket nor is he agent for it - so he cant view it anymore - but the ticket was created and it seems as if customer X created a ticket to group Z - even if the creating agents has no access to both - not the customer account nor the group.

Because of this behavior the preceding post is not a solution but a security risk and should not be shown as one.

Regards,
CMKS

I disagree on the security risk part as I personally expect you to understand the scope of permission settings. It’s a core function you can set but don’t have to. I’m sorry for expecting too much scope view on this topic.


any way.
There’s no other solution for your issue from within the Zammad UI.
Your users can send a mail to the correct group. If they use their agent email address and are customers as well, they’ll be able to see that mail in question.

If this is still not good enough for you, please feel welcome to create a new feature request on this board in the feature request category to enhance this behavior.