Zammad: Agent can't see tickets where he's a customer in a different group
Infos:
- Used Zammad version: 2.2.x
- Installation method (source, package, ..): deb9 rep
- Operating system: deb9 server, win7/10 client
- Database + version: PostgreSQL 9.6.6
- Elasticsearch version: 5.6.5
- Browser + version: all
Expected behavior:
- An agent of group A creates a ticket for group B (the customer of this ticket being himself)
- A "my tickets" overview (customer = current user) shows this ticket
Actual behavior:
- An agent of group A creates a ticket for group B (the customer of this ticket being himself)
- You can't see the ticket
Steps to reproduce the behavior:
- Define multiple groups (f. e. Helpdesk and Datacenter)
- Define two roles Agent Helpdesk and Agent Datacenter
- Create two users. Set one as Agent Helpdesk and one as Agent Datacenter
- Set the rights for Agent Helpdesk to full agent access for the Heldpesk group
- Do the same for Agent Datacenter but for the Datacenter group
- Create an overview with the following conditions:
customer is current user AND state is (new OR open OR pending) - Create a ticket as the Agent Heldpesk user for the datacenter group
Well, I'm at least 70% sure this is a bug and no feature request or a general question.
I mean, this can't be intentional, or is it?
You should be able as an agent to create tickets "for yourself" AND see them afterwards in an overview.
We already tried to additionaly set the role customer for those agents but that isn't working either.
In addition to that we need to assign the additional customer role manually. The automatic ldap mapping isn't working if you try to assign the roles agent and customer.
svnr-dvnkln
All 5 comments
Hi @svnr-dvnkln
this is intentional. We designed it this way to prevent several issues:
- What should the customer, who is agent in another role, see (Ticket Information)
- What should the customer be able to do with the ticket
If we use the simple answer "The same as when he is customer" would cause a lot of confusion.
"Why can't I edit this ticket, I can see it and I'm an agent"
and many many other issues.
The webapp right now is capable of handling one role (agent or customer) at the time. And we don't have plans to change this.
Regards.
Johannes
hanneshal
on 14 Dec 2017
Hey @hanneshal ,
thanks for the quick answer!
So how are we supposed to handle this problem?
Our agents still need to be able to manage their "costumer tickets" in another group, where they don't have agent rights.
What should the customer, who is agent in another role, see (Ticket Information)
What should the customer be able to do with the ticketIf we use the simple answer "The same as when he is customer" would cause a lot of confusion.
"Why can't I edit this ticket, I can see it and I'm an agent"
and many many other issues.
Well actually it is pretty simple. It depends on the rights the agent has set.
If i have agent rights for Group A, i'm only a customer in Group B vice versa.
I'm not seeing the bigger problem here since other ticket systems are doing it that way.
We can't simply give the agent from group A read rights for group B. That would be a huge privacy violation.
cheers
svnr-dvnkln
on 14 Dec 2017
Hi,
if you want to use zammad as an internal ticketsystem for different Departments, being agent in one group and being customer in another group is a mandatory usecase.
In example, if IT and HR department are using zammad for there tasks.
In this case you have two groups. One group for IT and one for HR.
The IT guy is agent if the HR guy has IT Problems!
But the same IT guy needs to be in the role of a customer, if he has any questions concerning his employment. Because when handling employment issues the HR guy is the Agent.
Same with the caretakers of the company. They need to be agent for the caretaker group and customer for HR and IT group.
You don´t want the company to use a different zammad installations for each different department, which is working with tickets, do you?
And you don´t want to have the caretakers to have neither IT questions nor HR questions?
Any suggestion how to solve that usecase is appreciated?
I see only three options:
- use different installations for each department => not preferred, because confusing users
- don´t use zammad => unacceptable ;-)
- implement the usecase
Best regards
Gerhard
gwingend
on 14 Dec 2017
chrklo
on 5 Feb 2018
we also have this problem.
banholzer
on 11 Jan 2019
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Most helpful comment
Hi,
if you want to use zammad as an internal ticketsystem for different Departments, being agent in one group and being customer in another group is a mandatory usecase.
In example, if IT and HR department are using zammad for there tasks.
In this case you have two groups. One group for IT and one for HR.
The IT guy is agent if the HR guy has IT Problems!
But the same IT guy needs to be in the role of a customer, if he has any questions concerning his employment. Because when handling employment issues the HR guy is the Agent.
Same with the caretakers of the company. They need to be agent for the caretaker group and customer for HR and IT group.
You don´t want the company to use a different zammad installations for each different department, which is working with tickets, do you?
And you don´t want to have the caretakers to have neither IT questions nor HR questions?
Any suggestion how to solve that usecase is appreciated?
I see only three options:
Best regards
Gerhard