Hiding "private" tickets from requester portal

Hi Peter,

A potential approach could be to utilize a separate ticket category or custom field specifically for sensitive or private matters. You could then configure your self-service portal to exclude displaying tickets from this category or with the private field checked. This way, tickets of this nature wouldn't be visible to requesters while still allowing you to manage and address them effectively. Best of luck with your onboarding process!

Regards
 

In this case I would register the ticket on a manager or someone other the the student. And you add a lookup field to all users and add the person of interest.  

Or if the you  need to register on the the student is to add a child ticket that is registered on a dummy user. 

There is maybe a way to block sequesters to view tickets based on values on the ticket but nothing I know of. 

 

Hi @Sandra2000 ,

That looks like it would work perfectly for us (especially the custom field).

Are you able to give any advice on how we can configure the self-service portal to exclude displaying tickets based on category and/or custom field? I can’t see anything in the portal configuration, the business rules only apply to saving (rather than viewing) and I can’t see any workflow triggers that would be able to achieve this.

Thanks,
Peter

Hi @PeterHartBrunel 

Couple of questions for ya.

Which mode are you using FS in?  MSP or Std?

Are all Contacts/Requesters in the same Company/Department? 

Can all Contacts/Requesters see all tickets of that Company/Department?

By default, FS will not show tickets from 1 Department to Requesters that are in another unless you explicitly add them. 

If you can’t separate your Users by Department, you might be able to use Requester Groups to separate Students, Staff, IT Staff, Security Staff etc and then pass that info to the Ticket page to limit what’s showing.

There is a way to edit the behaviour of the portal by going to Admin > Service Desk Rebranding > Customize Support Portal > Layout & Pages > Portal pages > Tickets

I’m not a coder tho so that’s as far as I can go - lol

HTH

Bryn 

Customer Success at CYDEF . ca  (cyber security through threat hunting)

Hi @PeterHartBrunel 

Correct me of I’m wrong but you like to hide some tickets from requester? 

Workaround could be that you use a service item and the manager use the “Request for” function.  The requested for will not see the ticket.  I don’t see it as a good workaround. 

Hi Bryn,

Here are my answers to your questions:

Which mode are you using FS in?  We are using standard mode.

Are all Contacts/Requesters in the same Company/Department?  No as we map department to the Azure AD department field for our users.

Can all Contacts/Requesters see all tickets of that Company/Department? Currently all requesters can see all their tickets

By default, FS will not show tickets from 1 Department to Requesters that are in another unless you explicitly add them. Not sure I understand this as each requester is only seeing their tickets. They are only in the one department.

If you can’t separate your Users by Department, you might be able to use Requester Groups to separate Students, Staff, IT Staff, Security Staff etc and then pass that info to the Ticket page to limit what’s showing. We certainly do this, however this is about making sure a single requester can not see some of their tickets via the self-service portal

There is a way to edit the behaviour of the portal by going to Admin > Service Desk Rebranding > Customize Support Portal > Layout & Pages > Portal pages > Tickets had a look under here and I can see some {{> loader}} parameters however not sure what I can specify here

Thanks,

Peter

We tried this however then when you looked up the student (as an agent) these tickets did not display 

Hi @PeterHartBrunel 

Correct me of I’m wrong but you like to hide some tickets from requester? 

 

Workaround could be that you use a service item and the manager use the “Request for” function.  The requested for will not see the ticket.  I don’t see it as a good workaround. 

 

Hi Daniel,

(Just responded to your first message, this is the response to your second)

You are correct we want to hide tickets from the requester if they are “private” as to how we record they are private will depend on the solution however we are thinking a custom field checkbox.

The main issue with service item is these will be business users so no service request type.

Thanks,

Peter

Ok based on Bryn’s pointer to portal pages I started looking into the handlebars syntax and I think I have a solution however when I change the “ticket list” portal page (any change even just adding static text) the changes do not take effect. I have a development version of FreshService so I have even tried saving and publishing with no changes.

If the changes did take effect I would try something like this:

1. Create a ticket custom field called “Private”
2. Add the following just after }} (on line 14):
   {{#unless portal.tickets.private}}
    
3. Then close this off under new line 26 (under </a>):
   {{/unless}}

I have no idea if the unless function is implemented (it is the inverted version of #if

I also have no idea if you can use custom fields in this way (i.e. portal.tickets.fieldname)

It compiled fine so in theory no syntax errors, if only any changes would take effect when you saved I could test…

Doesn’t look like the handlebars approach will work for us as it is client side and also custom fields do not appear to be in the json anyway.

I have put in a feature request:
 

I’ll ask admins to remove the post so we can keep this clean :) 

Hey everyone - thank you for notifying us! We will remove all posts and revoke access for the user! Thank you for letting us know :) 

CC : @Daniel Söderlund @PeterHartBrunel