In some situations you want to give agents read-permissions in goups but don’t want that they can search for tickets in these groups. Sometimes the idea comes simply from the mass of tickets
in the search results, sometimes it has data privacy reasons or something similar. Actually the
read-right inherits the search-right.
What can be a solution?: An explicit right per group for search
Like this:
Have fun
byPARSE
I don‘t think that this solves anything, because one would still see those tickets if they search for the customer instead and look into their user profile. At least I think so.
Hello,
Having the possibility to restrict different Groups to not see Tickets of other Groups would be a great addition or to limit the search to the groups that the Agent is part of.
We have different Departments in our Company and e.g. the Customer Service does not need to see the Tickets of IT Department or HR.
Maybe it could be implemented as a global setting that Agents can only search and see Tickets of the Groups they are part of.
Thank you in advance
That is alredy the case.
Would you mind sharing with me where I could find this option?
Not an option, but the default behavior of how permission assignment on groups work. You cannot use the search function for tickets you have no access to. I’d suggest to take a look at the role documentation on that regard - it should state and explain that already.
Thank you for the hint.
Unfortunately “Shared Organization” was still enabled.
After disabling this option and tweaking some permission settings everything is the way it should be
