Michael Sharp Posted June 8, 2020 Share Posted June 8, 2020 Hi all, We are onboarding a third party who are going to have 3x accounts on our Hornbill system as engineers working on support requests. I would like to limit their access to only be able to see requests they are the owner of (could be IN/SR/PM) whilst still being able to interact with the action buttons (post/attach/link/email/customer/owner/connections/priority/category/resolve). Do you have any suggestions please? To give some background, we have a team of developers dedicated to our case management application (they have a named team in HB) and the third party are coming in to provide the IN/SR support where we would alternatively escalate to the developers (to allow them to develop). We also require if possible an email notification whenever a request is allocated to them (at any point during the BPM). We want to also be able to use our external reference field in email correspondence to keep their own ticket management system as up to date as ours (presumably by way of CC to them and including a trigger reference). Regards and thanks, Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 8, 2020 Share Posted June 8, 2020 You could have a service defined for these 3 users and assign their team as the supporting team. The only think is that you would have to make sure that you don't have any services that are set to be supported by all teams. As full users, they would have the same options for notifications when a request is assigned against their team or as an owner. The External Reference field on a request should be available on the email templates. Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 8, 2020 Author Share Posted June 8, 2020 Hi @James Ainsworth thanks for your suggestions. Only problem is they will be working alongside the general Helpdesk team as an escalation point so would need the same service access really? Would just prefer to lock it down to just their own requests if possible? Plan on using the external ref as a variable thanks Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 8, 2020 Share Posted June 8, 2020 Hi Michael, There isn't anything in place that allows someone who supports a service to only see requests that the own. Link to comment Share on other sites More sharing options...
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