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,

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.

Hello Ashley