Akeeba Ticket System

Tuesday, 25 August 2015 05:03 CDT

SatIntAKB

Hallo, I have posted these 2 subjects together as I think the root for both is the same: where /how to set Permissions correctly.
At the moment, I have a top Menu Item called My Tickets. Under this I have other ATS items as per the attached pic.
The Customer Service Access viewing access level includes the Customer Service user group (equivalent to the Sales Staff group in your Quick Setup) as well as our customer user groups (we have several customer types).
The Last Open menu item works for Administrators/Managers but 403s for Customers. Customers don't have access to Last Open so where should I set things so that this menu item is shown to Administrators but not Customers?
Should I create a second Viewing Access Level leaving customers out and use this for the Last Open or is there a "better" way?

Leading on from this, we have maybe 12 Customer User Groups (12 types of customer). In an ideal world, I would like to have a different support team for each user group. How is it best to organise this - with a separate Viewing Access Level for each set of team members and a separate Menu Item for each Viewing Access Level?

Thanks

Tuesday, 25 August 2015 08:34 CDT

tampe125

Hello Mike,

regarding the Latest Open question, you can easily hide the menu entry by assigning a custom Access Level to it.
You have to create a new access Access Level that includes your managers only and then display the menu entry only to them.

Regarding the different support teams, the best way is to create a category for each team and then assign manager rights to your support team for that category only.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 25 August 2015 09:10 CDT

SatIntAKB

Hallo Davide, thanks

OK for Latest Open, create Access Level for Managers only, understood, thanks.

For different Customer User Groups, I'm still uncertain. Let me put it another way. We now have two Categories, Account queries and Technical queries. At the moment, these are generic and available across all our 12 Customer User Groups. All the support team can see all the tickets for all the customer groups in both Categories.

I would like to have a different support team for each of the 12 Customer User Groups. Are you suggesting to create 12 x 2 Categories with 12 Support Teams.

And in this case, the single Menu Item "Categories" (and also Mt Tickets etc) would only show the correct Category / Ticket to each user?

Would this means that a Manager would see 24 Categories and a Support Team Member who worked across all Customer Groups would also see 24 Categories? (And have to be a member of all 12 Support Groups).

Is this the simplest way to achieve? Thanks, Mike

Tuesday, 25 August 2015 09:27 CDT

tampe125

Please remember that you can create nested categories.
So the simplest way is to apply this tree:

- Account queries 
   - Group 1
   - Group 2
- Technical queries
   - Group 1
   - Group 2

Please remember to apply the ACL settings only to the leaves (Group 1, Group 2) and not to the parent category.
ATS will filter all the items accordingly to the permissions

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 25 August 2015 09:31 CDT

SatIntAKB

Aha! That is a good idea. And this would be in the Category permissions within the ATS Component (just checking)?

Tuesday, 25 August 2015 09:32 CDT

tampe125

Yes, you have to setup permissions on category-basis, inside the Category page

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 25 August 2015 09:35 CDT

SatIntAKB

Thank you, I will setup a couple of groups as per this suggestion and test. Many thanks.

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