Customer And Agent Role

Technical assistance
1

Infos:

  • Used Zammad version: Version 6.3.1-1721369835.e7da6df9.centos8
  • Used Zammad installation type: ( package)
  • Operating system: almalinux 8
  • Browser + version: edge aktuell

Expected behavior:

user who are only assingned to customer role
can open tickets in webinterface succesfully

user who are Members have additional
Agent Rights for a different Ticket Group
for Example IOT-Servers

cannot create A Normal Customer Ticket in the Standart Ticket Group
IT-USER…

they can Only Create tickets in the Additional Group,
they are assigned as Agents

which additional Rights must be added ?
*

Actual behavior:

Steps to reproduce the behavior:

2

I would also say I have this problem.
For my system I had to do a workaround where everyone except for guest users is technically an agent.

You’ve got a base tier of agents that can send tickets to a first tier of groups. Give them at least visibility into the other groups so that they can see tickets that get escalated. For tickets that get escalated, I add roles that correspond to that agent’s function so that they can edit/take ownership of the ticket.

Hopefully this makes sense. I think it’s a very mid workaround, as most ticketing systems I’ve seen have a customer and an agent portal that one can switch between. Maybe one day :slight_smile:

3

thanks for your information
i found a solution near to yours

the idea if the other group rights was fine

i added the rights for creating tickets for the normal user ticket group
now this works for me

4

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