We use Active Directory and created two groups - one for customer, one for agents. Zammad reads the users / groups via LDAP.
If a user has both roles → customer for IT Tickets, and agent for his own department, he can not see the tickets which he send to the IT-Helpdesk. An error message appears saying that the user does not have the necessary rights to open the ticket. As an attachment I have added a screenshot.
Hello, too bad that this is not supported. It can be in almost every company, that an employee writes as customer tickets to the IT and as a department manager himself is an agent. I know something like that from other ticket systems. I would hope that this feature will be included in Zammad.
