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Person to see/edit all incidents within an Organization

PostPosted: Sat Feb 09, 2008 5:30 pm
by completeit
I feel that there should be a manager/executive/supervisor option (checkbox) on a Person within an Organization that would allow that Person to see and/or interact with all incidents for that Organization (and/or child Organizations).

For example, a department manager should be able to login via the Self Service Desk and see all tickets submitted by their staff, add Activities, change Urgency, etc.

PostPosted: Mon Feb 11, 2008 1:39 am
by GPS
This is a great idea, we have had numerous requests from Department Managers who would like to be able see their staff tickets in the Self Service Web Portal. I second it.


PostPosted: Mon Feb 11, 2008 2:08 pm
by pille
This is actually a feature request in our system. Not sure when or if it will be implemented, but there are others who have asked for it so I believe it will be at some point.

I added both your thumbs up to the request to show additional demand for the feature.

PostPosted: Tue Feb 26, 2008 5:59 pm
by cindy.collins
My workaround for this is by creating views for the team managers. First I enable incident views for everyone then I create a view for the team manager that only includes the members of their team. This is working for me for now, but the added function would be nice, too.

PostPosted: Wed Apr 09, 2008 3:28 pm
by completeit
I am talking about end users, not technicians... Note in my original message I mentioned 'Self Service Desk' and not 'Tech Service Desk', so Incident Views are not possible...

We are an outsourced IT operation, so I iam talking about the end user web interface. In other words, managers, owners, and executives with our customers are merely 'Employees' and not a 'Technician'...