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At our college we have a student help desk and a staff help desk. We want tickets from students to automatically route to the student help desk and faculty/staff tickets to automatically route to the staff help desk with only one set of Request types. Students techs should not be able to see tickets once they are elevated but should still be able to create tickets for faculty/staff (limiting by department groups are out for this reason).
Our current setup is:
- Help Desk tech group - Level 1 - Student Help Desk - Level 2 - Staff Help Desk
- Help Desk is the tech group on all tech types.
- When a ticket is generated by a client an action rule assigns student tickets to level 1 and staff tickets to level 2.
The problem is, if students search for tickets they can still see the ticket details. If I create a seperate tech group though, and reassign tickets based on student I get a level error in the ticket and the students cannot see the ticket because the request type tech group is not there assigned tech group.
Is there anyway to accomplish what I am looking for?