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How can we improve the SMA?

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Allow Managers visibility of their staff tickets

Currently in the userui users can only see their own tickets. They can be cc'd into other's tickets, but not actually view the ticket content.

I'd like to be able to allow Managers (not ticket owners of a queue) visibility of the tickets that their staff have raised, so that they have an overview.

The Manager field can be synced from AD to set relationships.

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  • KACEman commented  ·   ·  Report

    Meanwhile this feature is implemented (in 11.1.263) and seems to be enabled by default.

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