Give access to unaccesable group for agent, which manage an some set of users (for example in same building)

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.2
  • Used Zammad installation type: package
  • Operating system: Debian 12
  • Browser + version: Firefox 146.0.1

Expected behavior:

Hello!

I need help with the following problem:

I need to grant an employee access as an agent to tickets assigned to group not directly accessible to them.

I plan to solve half of the problem by creating a trigger for a request in a queue accessible to them, which will register them as a mentor.

This works (I see the required entry in the mentions table), but access still disappears when the ticket is moved to a closed group.

Actual behavior:

access still disappears when the ticket is moved to a closed group

Steps to reproduce the behavior:

see above