Can an user view tickets other than their own?
Question asked by Mark Rowlands - 10/20/2014 at 9:02 AM
Answered
Is it possible to allow a 'super' user to view all of the tickets created in their brand or group?
 
I am creating a ticket summary report for a user which has a link back to the customer portal which allows the user to review the detail on any ticket he/she is interested in.  However, the system seems to block the viewing of other users tickets.  Is there a way to override this behaviour?
 
 Thanks

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Derek Curtis Replied
Employee Post Marked As Answer
Hi, Mark
 
There is on override at this time. However, in a future version of SmarterTrack this feature will be available. We are going to build in an organizational structure for users that will create something like a "super user" for an organization and all tickets from members of that organization will be able to be consolidated and viewed. So I'm going to mark this as "Answered" for now as the feature IS coming.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Todd Hinton Replied
do you have an ETA on this enhancement? This is critical for us. Thanks.
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Derek Curtis Replied
Employee Post
Todd, as this is a major change to how SmarterTrack works it will have to be in the next major version. I don't have an exact ETA for the full release but we're planning a BETA release in the next few weeks - probably the first week of December or so.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Jonathan Forrester Replied
Has this been released yet?
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Andrea Rogers Replied
Employee Post
Hey Jonathan. This feature has not yet been addressed; however, I do believe it is still a planned feature of SmarterTrack. That being said, I know our next major version will be focusing on a completely modern and responsive interface. I can't say whether this functionality could be added WITH the redesign or if it'll need to wait until after. We'll keep you posted as updates are available here: https://portal.smartertools.com/community/a87618/allow-end-user-to-see-all-company-tickets.aspx

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

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