Ticket Permissions Question

Technical assistance
1

Used Zammad version: 2.9

  • Used Zammad installation source: Package via apt
  • Operating system: Ubuntu 18.04 LTS
  • Browser + version: Chrome

I got a question about the Ticket Permissions. We are giving Permissions through Roles to the Users. We got a few Groups (IT Support, Billing, SAP Support and so on) and our First Level Supports needs to see the Tickets in their own Group and Access to all other Tickets without seeing them (for a better overview).

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Actually they so all Tickets in the other Groups to got Permissions to edit Tickets in other Groups. Which permissions must be set to grant them Edit-Rights in other Groups (for Example when they a searching after a Ticket) without to see them.

Thank you very much for the Help!

2

Hey @anon43131755,

if i got you right you’d need READ and CHANGE.

This permits the role to - well - read a ticket (if you search for it) and edit an existing ticket.
That way you can’t create a ticket for said group, nor see those tickets in an overview or act as an agent for that group.

To break all rights down for you:

READ - Have a look at existing tickets.
CREATE - Create tickets.
CHANGE - Edit existing tickets.
OVERVIEW - See tickets in an overview.
FULL - Full access. Makes you selectable as owner for any ticket of that group.

cheers

3

Thanky you for the Informations. With that i can work :wink: