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How to allow requesters access to view tickets in Freshservice


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I am looking for a way to allow a person’s supervisor, manager, director etc., access to view their subordinates tickets. For Example I report up to a supervisor, my supervisor reports to a manager, who reports to a director.  We want to allow my supervisor, manager, and director access to see any tickets I have submitted.  For example, if I send an email to my director with a URL link to a ticket I submitted, they should be able to open and view the ticket. I did see an option in the requester record to check “Can see all tickets from this department”.  That works for requesters that are in the same department but most of our managers and directors are in a different department.  Is there a way for a requester to view tickets submitted by a requester in another department?

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Best answer by zachary.king 7 March 2022, 16:24

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Userlevel 7
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Hello @todd5903 for a user to be able to view all tickets, you simply need to have someone with access to be able to edit or create requesters, set the manager’s permissions inside their requester profile to allow them to see all tickets associated to the departments they belong to.

The checkbox for this looks like this:

Hope this helps.

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@zachary.king thanks for the reply.  We tried this but it doesn’t work as we want the manager to be able to see tickets in other departments as the manager and requester are not always in the same department.

 

Userlevel 7
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@todd5903 Have you added those “Manager” - titled requesters to all of the departments that they need visibility to? If so they should be able to view all tickets in any of those departments regardless of what department the requester belongs to. I could see the limitations if adding the “Manager” to multiple departments doesn’t fit your usecase though.

 

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@zachary.king thanks for the clarification.  I am still confused though.  I don’t see a way to add a manager to more than one department.  Can you point me in the right direction?  When I try to add multiple departments I get an error that only one can be added.

 

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@todd5903 Could you show me the error?

What you need to do is go into the manager’s requester profile. Under the departments field, add the departments necessary (remember this is adding that requester profile to those locations, so if you look at the department details you’ll see the manager in the list of requesters for that location). Check the box that the user should be able to see all tickets for those departments. Click update to save your changes. If this was successful, when the Manager accesses the support portal they can now see all tickets for all the departments they belong to. They can also now filter the list of tickets by a specific department.

Here is a couple screenshots to help.

I hope this helps clarify the process.

Take care!

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@zachary.king Thanks for your help.  It seems to be letting us add multiple departments now.  I think this solves our issue.

Userlevel 7
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@todd5903 Thats great to hear. Glad I could help :relaxed:

We have a manager that needs to see tickets from all of our 30+ departments, only for travel and expense program request tickets. I have added him to all departments and that works, but frequently  a new department will get created and I have to manually add him to the department. 
 

any easier way to grant all ticket access to a requester? Would seem wasteful to buy an agent license for him as he only uses it for these tickets.

 

 

Userlevel 7
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We have a manager that needs to see tickets from all of our 30+ departments, only for travel and expense program request tickets. I have added him to all departments and that works, but frequently  a new department will get created and I have to manually add him to the department. 
 

any easier way to grant all ticket access to a requester? Would seem wasteful to buy an agent license for him as he only uses it for these tickets.

 

 

Hello @MSanders unfortunately I think this is still going to be a manual process as we don’t have workflow automator capabilities to build for Requesters or Departments yet. You may be able to use something like Microsoft Power Automate and the Freshservice API to make this happen.

Userlevel 3
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We have a manager that needs to see tickets from all of our 30+ departments, only for travel and expense program request tickets. I have added him to all departments and that works, but frequently  a new department will get created and I have to manually add him to the department. 
 

any easier way to grant all ticket access to a requester? Would seem wasteful to buy an agent license for him as he only uses it for these tickets.

 

 

We have a manager that needs to see tickets from all of our 30+ departments, only for travel and expense program request tickets. I have added him to all departments and that works, but frequently  a new department will get created and I have to manually add him to the department. 
 

any easier way to grant all ticket access to a requester? Would seem wasteful to buy an agent license for him as he only uses it for these tickets.

 

 

Hello @MSanders unfortunately I think this is still going to be a manual process as we don’t have workflow automator capabilities to build for Requesters or Departments yet. You may be able to use something like Microsoft Power Automate and the Freshservice API to make this happen.

This looks doable with the API, but I am not sure how ROI there is.

You would need view all the departments, then loop through each department and get the department ID, then look up the requester and make sure that the department ID is listed under the requester’s profile, and if the department ID is not there update the requester.

I wonder if a reporting interface would be better for this manager?  If you have a reporting solution you could make these tickets avalable for the manager in a report.

 

Userlevel 3
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We have a manager that needs to see tickets from all of our 30+ departments, only for travel and expense program request tickets. I have added him to all departments and that works, but frequently  a new department will get created and I have to manually add him to the department. 
 

any easier way to grant all ticket access to a requester? Would seem wasteful to buy an agent license for him as he only uses it for these tickets.

 

 

@MSanders I was thinking about this, and I have an idea.  Instead of looping through you could simply replace all the departments in the user’s profile.  That might be easy to accomplish with the API.

Userlevel 7
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We have a manager that needs to see tickets from all of our 30+ departments, only for travel and expense program request tickets. I have added him to all departments and that works, but frequently  a new department will get created and I have to manually add him to the department. 
 

any easier way to grant all ticket access to a requester? Would seem wasteful to buy an agent license for him as he only uses it for these tickets.

 

 

@MSanders I was thinking about this, and I have an idea.  Instead of looping through you could simply replace all the departments in the user’s profile.  That might be easy to accomplish with the API.

That is a brilliant idea, you could also automate when that script runs and hits the api so that you could set it and forget it.

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