Access Groups
You can also extend ticket visibility by using the “Access Groups” field for portal end users.
To use this field, it will be necessary to include it in the operations form as it is not normally displayed:
The field in question, in fact, through the multiple insertion of 1 or more groups, allows a ticket to be displayed even to groups of users who normally do not have visibility.
On the portal side, the standard display of information is based on the “Requester” field or on the company to which they belong in the case of supervisor users. This field gives you the option to extend the view.
However, to use this feature you must comply with the following rules:
- If you want to give the visibility of a ticket on the portal side to an end user, the latter must have an “Empowered End User” license and therefore must have the “Empowered” flag within his user database.
- For a ticket to be visible on the portal side, the user group must have visibility of the type of service linked to the ticket (via the “Portal User Groups” field in the configuration of service types).
