agents can't see all content of a department

Question asked by Roeland Buisman - 1/27/2018 at 11:11 AM

Answered

Hi,

I have the following employees set to be able to see the departments mentioned here:

Jan - SALES as EMPLOYEE

Joop - SALES and ADMIN as ADMINISTRATOR

I want Jan to be able to view all content (in global tickets) from SALES even if the ticket is active under Joop. So i checked the setting Allow all agents to see the contents of this department

which I found under SETTINGS- DEPARTMENTS- SALES ánd I gave full control on tickets under AGENTS-ROLES

now Jan can see the global tickets session, ánd he can see that there are 13 tickets in the queue, under GOLBAL TICKETS. But he cannot see the tickets themselves, andhe is also not able to see any tickets that are already active under another employee.

When I make Jan a manager, he is able to see all tickets, but thenhe can also see tickets from ADMIN, but I don't want that of course.

Does anybody know what I should do to arrange Jan to see ALL tickets from SALES, but not from ADMIN?

thanks already!!

(Version 13.1.6600.17442)

3 Replies

Reply to Thread

Roeland Buisman Replied

1/27/2018 at 11:46 AM

additional problem:

Jan can't see the tickets from ADMIN in the portal, but when he does an advanced search, he will also be able to see all tickets from ADMIN.