1) What is your original issue/pain point you want to solve?
We need to give groups access to some (not all) tickets of other groups
2) Which are one or two concrete situations where this problem hurts the most?
Situation 1:
Users of the agent group “Chief Information Security Officer” are notified about tickets of some categories (e.g. ITIL Problems) that are assigned to another group (e.g. IT). So they only see the mail preview but can’t read the ticket.
Situation 2:
User1 from AgentGroup1 (e.g. Customer Service) creates a ticket which is assigned to AgentGroup2 (e.g. IT) while working on the ticket. From this point on, AgentGroup1 has no longer access to this ticket.
3) Why is it not solvable with the Zammad standard?
Right now a Group can have (Read/Create/Change/Overview/Full) access to all tickets assigned to a specific group. In our case, the group should not have read access to all tickets of the other group, but to some of them.
4) What is your expectation/what do you want to achieve?
In addition to the current permissions, our suggestion is to provide the possibility to give a group access to all tickets with a specific tag. This would allow us to automatically tag the tickets and give the groups read/change access to tickets with a specific tag.
Our Zammad environment:
- Server: self-hosted Ubuntu 20.04.6 LTS
- Zammad version: 6.2.0-1707903324.09151676.focal
- Average concurrent agent count: 5
- Average tickets a day: 20
- What roles/people are involved: Customer Service, Helpdesk, IT, IT Security