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Hello! I have question that someone may occured before and have a solution, hopefully.

We have work divided between Sales and Production, and we’ve run into a problem.

We want Group Sales to see all tickets, but Group Production should only see production-related tickets (not Sales tickets).
This restriction should also apply to the search function, since we don’t want Production to see any business agreements.

We thought about creating duplicate groups (e.g. Group X Confidential, Group X Production) and hiding the other one, but that feels too confusing.

Do you have any ideas how we can achieve this?

 

Sounds like a job for “Business Rules for Forms”. Make a business rule that checks for users in Group Production, then Set Options for Category to only show the Categories/Sub-Cats/Items you want them to see.

Hi ​@Finski, 

Not sure if I’m missing something, but this seems fairly straightforward.

You can simply assign a role with permission to view tickets across all groups to every agent in the “Sales” group.

For agents in the “Production” group, assign the same role but limit the scope to “only assigned groups.”

Best regards
Daniel

Thanks for the contribution, but it won’t work like that, because in some tickets groups interact, while in others they don’t, so we need to hide specific tickets, not just create a group view.

The solution we found was to create a second workspace, give full permissions to the first one and partial permissions to the latter, which allows us to achieve this.

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