Add read permission option for end-users ability to 'read' all tickets in a particular Service Desk queue.
We need our end-users to have read permissions, with the ability to assign to only specific queues, while still maintaining write abilities to those same queues. There is no way to do this without making them all owners, and that is not an option. For instance, Under Service Desk, Configuration, User Preferences, Add a Read only Label: option that we could create and add labels to, just like we do for Owner Label: and Restrict Submitters by Label:, that would allow them to see all tickets as well as submit without being an owner and having modify abilities to other tickets not submitted by them, then that would be great!
Anonymous
shared this idea
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Ariel Rogers
commented
Diana's comment is very beneficial to the business. Definitely something to be strongly considered.
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Anonymous
commented
Diana's comment is very beneficial to the business. Definitely something to be strongly considered.
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Anonymous
commented
Please see Diana Person's message that was posted below.
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Anonymous
commented
I agree strongly with Diana's comment. Please make this happen.
Thanks
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Joseph
commented
Please see comment form Diana Person. We would love this feature.
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Anonymous
commented
The suggestion is solid, the details from Diana would be very beneficial.
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Anonymous
commented
Diana's request is a good one.
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Keith
commented
Please see Diana Person's message that was posted above. This is a GREAT idea!!!!
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Anonymous
commented
I agree we need this feature. Experienced an issue with this tracking hardware that we can't get around as we're not a part of same queue.
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Anonymous
commented
This feature would eliminate a lot of confusion on ticket resolution. Great idea!!
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Ken
commented
Sounds good.
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Anonymous
commented
Diana is on to something here with that suggestion.
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Anonymous
commented
I agree with all of you....it is a great idea.
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MrHall
commented
Great Idea... would help with getting to the root cause of the issues.
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Max
commented
That is a great idea Diana!
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Eric Young Sr
commented
Please see Diana Person's message that was posted below.
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Eric Young Sr
commented
My company would love to have access so management can look at any tickets in any queue requested and all tickets in the selected queues with out being an owner. This feature would help us tremendously.
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Diana Person
commented
I would like to have a group called, "Ticket Reviewer" so management can look at any tickets in any queue requested and all tickets in the selected queues with out being an owner. Management loves the reports but when the report show the list of tickets they would like to drill down and view the list of tickets and access them as read only to view the details of each ticket. This would be a huge win in our environment because we can remove management from the owners list and avoid tickets being assigned to upper management. Thank you for your continuous support in enhancing this great tool!
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Stefan Zimmer
commented
Yes a good idea, we have the same request.
Please don't forget to show all tickets in the overview list.We use some queues for maintanace issues and the submitters must be able to check if someone else has already submitted the error / issue.