The ability to see Restricted Group Ticket Properties and/or Report on Restricted Tickets
In our org, we have several restricted groups due to the sensitive data within specific tickets. These tickets become hidden entirely, where even sys admins cannot see that the tickets themselves exist, and if our Help Desk tries to assist a customer with a ticket assigned to a Restricted Group - they also cannot see that the ticket even exists.
What we need for restricted tickets:
The ability to see that the ticket exists with a ticket ID and a Group Assignment. Right now, if an agent searches for a Restricted ticket, they get 0 search results. If they try to click a link to go directly to the ticket, they are presented with an error that says they are not allowed to access the page. Agents at the very least, should be able to see that the ticket exists and which group it is assigned to. They do not need to see Ticket Details. This could be resolved with Role specific access, that only agents with "X Role" are able to see Restricted Group Ticket Properties. This role would apply to our Level 1 agents that assist callers with tickets across our entire org.
The ability to report on restricted tickets. We do not need to see the data within these tickets, but at a basic level need to see:
The ticket ID
Date Created
Date Resolved/Closed
Group Assigned
We need to be able to accurately report on the number of tickets we have at a high level.
