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eTicket CommunitySupportInstallation Help & Software Support (Moderators: jason, Hummdis)Topic: One representative in few groups - is it posible?
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Topper
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« on: November 28, 2008, 08:49:49 PM »
Just simple question for the last 1.7.3 (or earlier) version.
Thanks in advance for response.

PS.Also, if is not possible one support member to be included in two or more response groups - please, take this note as request Wink
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htothek
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« Reply #1 on: November 30, 2008, 01:14:35 PM »
Forgive me for asking; but what are you trying to accomplish?  Giving one representative access to different areas of your ticket system?  Instead of them being a part of more than one group; why don't you make a separate group that includes access to those areas and add the user to that group.
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Topper
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« Reply #2 on: November 30, 2008, 07:35:29 PM »
Yes, this is the point - you can assign just one group to representative.
Also, you cant assign user to group.
How to accomplish this goal? If there is no such feature, must be include.
And answer (one possible)  to you - yes, I want this organization of users to be able to make slice of work: which group, how many tickets, which user, how many work and so on.
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Hummdis
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« Reply #3 on: December 01, 2008, 08:12:17 AM »
Quote from: Topper on November 30, 2008, 07:35:29 PM
Yes, this is the point - you can assign just one group to representative.
Also, you cant assign user to group.
How to accomplish this goal? If there is no such feature, must be include.
And answer (one possible)  to you - yes, I want this organization of users to be able to make slice of work: which group, how many tickets, which user, how many work and so on.

What "htothek" is talking about is for you to create a new group with the desired permissions for the user in question. Then, assign that ONE group to the user so that the user has access to the areas in which you have defined for that group.

You're trying to add a user to multiple groups.  Why not just create a group to the areas that you want and assign multiple users?
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Topper
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« Reply #4 on: December 01, 2008, 08:23:29 PM »
May be I don't over look something in the interface ?
Simple example: User Topper must be responsible for Internet, Software, ERP and CRM groups. Another user John must be responsible for Hardware, LAN, Internet, HelpDesk and UserSupport.
How to realize this if in user profile there is ONLY one group chosen with drop down menu ?
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Hummdis
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« Reply #5 on: December 04, 2008, 03:43:15 PM »
Quote from: Topper on December 01, 2008, 08:23:29 PM
May be I don't over look something in the interface ?
Simple example: User Topper must be responsible for Internet, Software, ERP and CRM groups. Another user John must be responsible for Hardware, LAN, Internet, HelpDesk and UserSupport.
How to realize this if in user profile there is ONLY one group chosen with drop down menu ?

Fix:
The "ISEC" (Internet, Software, ERP, & CRM) group is created and Topper is assigned to the "ISEC" group.  Then, a second group is created called "HLIHU" (Hardware, LAN, Internet, HelpDesk and UserSupport) and John is assigned to the "HLIHU" group.

Two users, two groups.  Each user is assigned to his/her own group.
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Topper
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« Reply #6 on: December 04, 2008, 06:26:19 PM »
Hm, you obviously dont catch me - my quest was for Topper to be in ISEC and HLIHU. And more, not only two groups, group for every one purpose with separate email - Internet (inetrnet@domain.com) rep. Topper and John, Software (software@domain.com) rep. Topper, ERP (erp@domain.com) rep. John, Hardware (hardware@domain.com) rep. Topper and John.
This  is the way we use eTicket, but with notification email to the admin of desk, after that redirect ticket to specific representative and so on...
THAT was may question/request Smiley
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beven
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« Reply #7 on: December 06, 2008, 06:23:24 PM »
Sorry but only 1 group is allowed to be assigned. Yu would just have to make a custom group for each user.
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Hummdis
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« Reply #8 on: December 07, 2008, 09:53:15 AM »
I agree, that's the easiest way with the current version.  If you'd like to see it in a future version, submit a feature request in the feature request board.
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