Letting others see each others tickets

[Ruben]

Hi,

Is there a way to let others see other people's tickets? For example, we have some teams who send in tickets that they all need to be able to see.

I want to be able to set that for example a certain organization can see the tickets from that organization, such that they are able to work together and not rely on each other for the tickets.

Semi-related: Is it also possible to add specific people to a ticket so that they're also able to go into the portal and see that ticket? Would be nice to have in case of vacation or illness where someone else is substituting for the customer.

[Steve Giller]

For Customers seeing another Customer's Request, you can use Connections - what a Connection can do is controlled in the Service Portfolio under the configuration and the Connections tab

For an Analyst working on another Analyst's Request, if they Support the Service they should have access to the Request, if not they can be added as a Member which allows them access to an individual Request regardless of whether they Support that Service or not.

[Ruben]

2 hours ago, Steve Giller said:

For Customers seeing another Customer's Request, you can use Connections - what a Connection can do is controlled in the Service Portfolio under the configuration and the Connections tab

For an Analyst working on another Analyst's Request, if they Support the Service they should have access to the Request, if not they can be added as a Member which allows them access to an individual Request regardless of whether they Support that Service or not.

Super! Is there a good way to automate this as well? The docs on this seemed a bit confusing so I didn't get a proper answer from there.

[Steve Giller]

You can easily place an Add Connection or Add Member node into a Request Workflow.