Hello Zammad Community and Moderators,
I wasn’t able to find the following feature, so I’d like to kindly ask if it would be possible to implement or maybe I was just not able to find it.
We have the following scenario: A customer, which is an Agent at the same time, creates a Ticket for another group.
For the sake of an example: An IT-Group based customer wants to open a Ticket for the Webservice-Group. Now that customer, which opened the Ticket from the IT-Group goes on vacation. The colleagues of the person who opened the ticket want to see if there is any changes in the Ticket(Everyone included in the IT-Group, the Ticket was opened for the Webservice-Group, so the rest of the IT-Group cannot access that ticket). So far I couldn’t find a feature for the schemata to show that Ticket to the whole organisation. I was thinking about something like “Created by Organisation” instead of “Created by User”, to create a new schemata which includes all tickets created by an Organisation rather than just having a single user given access to that overview.
In summary: We are looking for a way to let everyone in Organisation-1 see the tickets which were made by any user in that Organsation-1, which were forwarded to another Organisation-2 to take care of that ticket.
The schemata we are looking for is a very similar one to the “Created by me” Ticket overview. Just with the additional feature of being able to let any user from the Organisation view my created tickets for any other organisation than the one they are part of.
Maybe this can be realized via a different method, so far I couldn’t find a suitable one though.