I See Items In Queue For Another Department
Idea shared by Ben Santiardo - August 28, 2015 at 5:06 AM
Proposed
I (Administrator) am seeing tickets in Queue that are imported via POP into another Department that I am not a part of. I would not expect to be able to see these tickets as they belong to another department that I am not a member of. I checked that "Allow all agents to see the contents of this department" is unchecked, that didn't fix anything.
 
Is this normal behavior for an "Admin" account? I would think that items in queue for a department I am not a member of should still be hidden...?
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Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES

9 Replies

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Hello Ben,
I tested this on my local install (Latest of SmarterTrack11x) and was unable to replicate. I did ensure i was out of ALL the groups for the department i no longer wanted to see. All my tickets were imported via POP. Ensure you are on the latest version of Track11x. If you have exact steps i could try I will give it another shot. Otherwise a ticket may be needed as this could be unique to your install?
Thank you,
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I did figure out the problem with this one. There were two GROUPS in the DEPARTMENT (TechSupport1 & TechSupport2). I was in GROUP TechSupport2 (which is the "advanced" support group). The tickets were in TechSupport1 Queue. Even though I was not apart of TechSupport1 GROUP, I still saw all their tickets in Queue apparently because I was in TechSupport2, which is a part of the same DEPARTMENT. I would expect that even though we are in the same DEPARTMENT, I should only see the Ticket Queue for the GROUP that I am assigned to.

Is this a bug?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
1
Employee Replied
Employee Post
Hello Ben,
Im glad to hear you figured out the issue! I double checked with other developers for you and found this is by design. Agents can only see tickets in groups that they are a part of, while Administrators and Managers can see all Tickets in Departments they are a part of.
Thank you,
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Ok, thank you for the clarification. So the issue does stem from the fact that my account is an "Administrator" account.
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
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I was thinking this over last night, and I felt I needed to further comment on this thread.
 
I have found a few areas in SmarterTrack where "security" seems to be counter-intuitive. In many cases Agent Accounts can access sections or data that based on their "permissions" should not be allowed. This is one of those situations. Even as an Administrator, if you are not assigned to a GROUP, you should not be able to see the GROUP's tickets...period. Or so it seems to me that it should work this way. If I wanted to see a GROUP's tickets, I would add myself to that GROUP. Being a member of another GROUP within the same DEPARTMENT should not allow me to see tickets that I do not have permission to see. This should hold true for any Agent Account (Agent, Manager, Admin).
 
We are a small company and some of us (namely myself) wear several "hats" here. While I am the Admin of the HelpDesk Portal, I am also a member of the highest tier support level for certain DEPARTMENTS. So for "Department1", we have 2 support GROUPS, "Level 1 (Basic Support)", "Level 2 (Advanced Support)". I am part of level 2, but if I place myself there, I see all items in Queue for Level 1, which is very distracting and annoying. I am a member of several DEPARTMENTS/GROUPS and I don't care or want to see Queued Tickets for GROUPS I am not a member of.
 
At least that's how I see it. Not sure how others see it.
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Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
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Is this true in SmarterTrack Enterprise 8.6 ?
I am Administrator in all groups (we have 4 groups), but my friend is assigned only to one groupe and he is only Agent. I see all tickets, and my friend see all tickets from all groups too in Queue.
Is there something in Option to set?
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Hello Ashley
Is this true in SmarterTrack Enterprise 8.6 ?
I am Administrator in all groups (we have 4 groups), but my friend is assigned only to one groupe and he is only Agent. I see all tickets, and my friend see all tickets from all groups too in Queue.
Is there something in Option to set in SmarterTrack Enterprise 8.6
?
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The only thing i can think of is maybe your friend is a manager as well as an agent?
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He is only an Agent.
In our team work 8 person and they are agents only. Everybody see all tickets no matter in which a group they are.
Only I am Administrator.
Nobody is here a Manager.

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