Hi,
Is possible to allow all admins in a group to see any tickets assigned to any admins in that group without setting the permission “View Service Records that are assigned to” to “anyone”.
I am struggling to work out how group can manage their tickets when the admins in the group can’t view the tickets once they are individualy assigned, even through they are in the same group.
Any help is appreciated
If you change this setting to Admins and Groups only then all of the admins in the admin group assigned to the ticket will be able to view the tickets.
Thanks for the reply.
That’s what we thought should work, but when we use that setting, admins can only see tickets assigned to them or the group i.e. “IT”, but not any tickets assinged to an admin in that group.
So, Admin A and Admin B, both in the “IT group” can see all ticket assigned to “IT”
However, If a ticket is assinged to Admin A, Admin B cannot see it.
Make sure the view does not have any filters set.
Hi. No filters set and the Admins have “All Assigness” selected. Tested again by setting the Admin to “Anyone”, they could see the ticket, assigned it to me, set the Admin to “Admin and Group” , they could not see the ticket, we are both in the “IT” group.
Ours works that way. You may want to chat with Sysaid or put in a ticket. If you are using a customize view it could be something there or maybe something with how you are using the admin group, assigned to (process manager) fields. Sorry, I could not solve the issue for you.
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