Currently, the way the helpdesk ticket re-assign system works is out of wack. Right now, a user cannot escalate a ticket, unless they have access to such department. That really doesn't make any sense. If tier 1 escalates to tier 2, tier 2 should be able to work on it. However, that means that tier 1 must have access to tier 2.
What I've talked to ViArt about is the ability to escalate a ticket to a department, without having access to it. See below:
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Status Answered
Posted by Denis
Posted 7/1/08 3:15 PM
Viewed by user 7/1/08 3:46 PM
Hello Daniel,
We can add such modification for an additional fee - 150 USD.
With regards,
Denis
ViArt Support Team
Status Customer Reply
Posted by Daniel
Posted 6/27/08 8:00 PM
Viewed by administrator 6/28/08 9:45 PM
I understand that, however I would like them to be able to escalate the ticket to another admin even if they don't have access to their department.
Here's how it should work.
In the department admin edit screen:
http://yoursite.com/admin/admin_support_admin_edit.php?admin_id=1
On the right hand side, below the "Assign Department", add a box that's titled "Escalate to" which would allow them to escalate them to that person, but not read what's in them. The "Assign Department" would be what would give them access to view tickets in that department...
Does this help?
