With the implementation of ticket sharing, there are 3 immediate updates that are needed to support this new feature.
- Ability to remove sharers/watchers from a ticket
Notes: There may be times where a collaborator needs to be brought in to support a ticket but may not necessarily needed through the life of the ticket. This is probably more difficult to implement in that you have to make a decision on whether the person should be able to view all notes or just those that were shared with them at the time they were a collaborator. This would force a per-note/reply permission flag which makes things complex. The other scenario is an all or nothing permission scheme which is probably an easier approach. This would also help in the case of accidental shares.
- Agent ability to add sharers and watchers (requesters) to a ticket
Notes: As noted in the community thread, Agents do not get the same view of tickets as requesters do, so they lose the ability to share tickets or add requester watchers in the agent portal. Agents should also be able to view the sharers that have been added to the ticket in the agent portal view
- Activities log tracking the adding/removal of sharers/watchers
Notes: This is a critical one from an audit perspective especially with restricted groups. All share or watcher events should be tracked in the Ticket activities log. Audit & Infosec teams will look for this evidence in the event that information which could fall under a company’s data classification policy is inadvertently shared with someone during the life of a ticket. This is particularly critical for groups that are marked Restricted.
