Hi there,
we are looking for a solution to display tickets to unpriviledged users (SelfService) that were opened by another contact of the company. RT standard it displays only tickets where the user is requestor.
Are there any ideas to do this or is there anyone who has a solution already?
Example:
- ContactA@acme.com creates a ticket #4711 (via email oder SelfService, doesn’t matter)
- The User ContactA@acme.com as requestor of the ticket #4711 can see this ticket in the SelfService
- User ContactB@acme.com logs in to SelfService, but he cannot see ticket #4711 because he is no requestor
What we have:
- We have a customerID stored in a CustomField
- We have a CRM with all contacts of a customer accessible by RT
- The domain-part does not need to be the same on different contacts, but most time it is
- We have all RT can do
Regards, Andre.