Hey, I created many groups and roles for my agents to ensure that different agents can see just tickets that they should and it works very fine. But now I have huge issue… I have many users (employes) who are just basic “customers” and when they create ticket they can chose from all groups which is very bad for me. Basic customers should be able to create ticket just into group HR and IT.
Is there any way how to restrict specific groups to specific customers?
I know about this, but I can restrict groups just for one role (customer) there and that could be fine for someone but I will have many and many different “customer roles”.
For example I have clients Apple, Microsoft, Alza etc. so I created those organizations and then groups, subgroups and then roles for agents (like Agent_Apple who is someone from my company that is supposed to deal with tickets from this client)
And now when some user from Apple connects to zammad and tries to create a ticket he can chose from groups Microsoft, Alza, MyCompany and Apple which is not correct… I want him to see just group Apple which is group dedicated for his organization.
To do that you can use Core Workflows
https://admin-docs.zammad.org/en/latest/system/core-workflows.html
We have a very vertical setup where customers should not even select the group.
A Core Workflow was set up with priority set to 1 that removes all groups as option for non-admins:
Then another Core Workflows was set up to show the required groups or in this case based on the Organization (renamed to School in our case) it automatically selects a group and priority set to 500
In the use case you talk about, it is probably enough to add groups you want the customers to see.
I hope this helps.
Best,
Skip
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Hi Skip, this works for me.
Thank you very much for your help.
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