Disable or Restrict Seach Function

Technical assistance
1

Hi everyone,

I’m looking for a way to restrict or completely disable the search functionality in Zammad for a specific user. The background is as follows:

We have a client’s employee who needs to act as an agent to collaborate on their tickets. However, the issue is that this external agent can see other clients’ data through the search functionality, which is not acceptable.

Has anyone found a way to limit search results to specific organizations or disable the search for certain users entirely? Any advice or workarounds would be greatly appreciated!

Thanks in advance!

2

Agents can find all tickets they have access to group wise.
They generally can search and find for all users.

This is not a bug, but a feature. A core feature that you cannot restrict.
External people that should not be able to access specific information, should not be agents in your instance at all.

3

Thank you for your reply!

I had already suspected that there might not be a direct solution to restrict the search functionality. However, do you have any ideas or best practices on how we could integrate a customer as a sort of limited agent without granting them too many permissions?

Our main goal is to allow this external agent to:

  1. Work on tickets submitted by their colleagues within their organization.
  2. Assign tickets to our team for further processing.

Any advice or creative workarounds would be greatly appreciated!

Thanks again for your help!

4

Sorry but I did answer your question. There’s no such thing as a “customer as low level agent without agent permission”. That does not make any sense.