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I noticed that when you activate the new "Allow all agents to see the contents of this department" feature, while it does technical work, it does not take into account the security rights of the Agent searching.
System is designed with two Brands.
Agent1 assigned to BrandA, DeptA1, Group1
Agent2 assigned to BrandB, DeptB1, Group1
Agent3 assigned to BrandB, DeptB1, Group1 & Group2
All departments have been designated to share contents with other agents.
When Agent2 searches tickets, they see BrandA tickets and also BrandB's Group2, even though Agent2 is not apart of those groups. From my perspective, this should not happen. Each agent should be restricted to seeing tickets ONLY within the groups they are assigned to. Agents should not be able to access tickets from a group they do not belong to.
Prime reasoning for this is something that just happened at my company. A new Department started using ST, they were creating a bunch of "test tickets" to play with the system and learn it. Now they are ready to go live and a manager searched for "Closed" tickets. She assumed all the tickets were for her brand/department only and click on the "Select All" box and then deleted all the tickets. Well...she deleted all the closed tickets in every single department that was flagged to share tickets. Regardless of the fact that this manager did not have the permission to delete those tickets since she was not apart of those departments. I had to manually go and undelete all the deleted tickets one by one and it took a while. I was not thrilled.
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES