agents can't see all content of a department
Question asked by Roeland Buisman - January 27 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 
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)
 

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Roeland Buisman Replied
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.
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Roeland Buisman Replied
any news on this?
0
Andrew Barker Replied
Employee Post Marked As Answer
It is not possible to configure SmarterTrack so that Jan can see all tickets in your Sales department except for those assigned to Admin.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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