Shared Organisation for special User

Feature requests
1

Hello,

is it possible to make shared Organisation only for special user like an customer admin?

best regards
Newan

20 Likes
2

hey,

as far as I can overview this, I donā€™t think that this is possible right now :frowning:

3

Hi Newan,

@MrGeneration is right.
That is not possible.
If an organisation has acrivated the sharing feature, everyone belonging to that organisation could see all tickets for that organisation.
Sorry for the bad news.

4

ok then i changed this to Feature Request

5

Hey,

we need this feature on a per user basis, so that some customers are allowed to access all tickets of their organization while others are only allowed to see their own tickets.

As an alternative, this feature could be implemented by allowing each user to be part of multiple organizations. By doing so, you could split up one single organization into several parts (organizations), where just one part is a shared organization.

Have a nice day!

Edit:

I just realized the alternative I mentioned above is currently a feature in progress on github workflow https://github.com/zammad/zammad/issues/1573 :+1:

3 Likes
6

is the feature request on a roadmap and will become realized soon?

7

Realizing that soon: I do not think so.
We got in our list, but it currently has no priority.

The wanted change is quite big, as this affects many core parts of Zammad.

Edit: Please note that this is a Feature Request, not a ā€œwe are doing itā€-Post.

8

Iā€™d love to see this feature being added. Maybe you could just add a permission within the role managementā€¦

My use case: Customersā€™ servers/computers/NAS sends emails from a different SMTP account (for security reasons), but Iā€™d love to have the customer see the tickets created by those devicesā€”even if the customer decides against the ā€˜shared organisationā€™ setting.

9

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10

  1. What is your original issue/pain point you want to solve?
    When dealing with bigger customer organisations or complex organization structures, there is sometimes the need to make ticket overviews and reports available for key persons (managers, teamleaders) on the customer side.

  2. Which are one or two concrete situations where this problem hurts the most?
    The expectation of the customers are to get access on all tickets of the organization/team members (but only for specific people/managers) and also customers ask frequently about reports upon the ticket meta data and metrics (e.g. to consolidate with the invoices).

  3. Why is it not solvable with the Zammad standard?
    Well there is the shared organization feature, but this would provide access to all members of the organization to all tickets. But the requirements are nearly always, that only managers should have this access.

  4. What is your expectation/what do you want to achieve?
    I would expect that I can make a setting in organizations to provide specific permissions (organization tickets) for csv reports and ticket access for VIP members of VIP organizations.

The general idea is that I can set an organization to VIP and that enables me to configure in boolean field, if VIP members should get access to all tickets and a predefined standard ticket reporting

Your Zammad environment: any

3 Likes
11

This has been requested once allready maybe give an upvote there too: