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Add granular permission controls to Tech Permissions for Quick Tickets

james.kluza

Need to add permission sets for Tech Permission Groups to include:

- Ability to create, edit, share Quick Tickets

- Ability to only select already existing Quick Tickets

- Ability to remove access to Quick Tickets entirely

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Comments

Avadhut.Deshpande

Hi James, thanks for reaching out with FR. I would like to understand more about the 'Quick tickets'. Some of the requirements mentioned can be handled using Recent tickets tab. Are you looking for something deeper. Please share more details of this use case. Thanks.

james.kluza

I think you are confusing Quick Tickets with something else. Quick Tickets as defined by the admin guide:

Create a quick ticket Use quick tickets to create identical tickets for repetitive issues, such as a forgotten password. You can create a quick ticket template to define the fields in quick tickets. Techs and admins complete the Client and Location information based on the request type in a quick ticket before the ticket is assigned to help desk personnel.

Once you click the New Ticket button to start a ticket, you are presented with the option to use, create, edit and share ticket templates:

What I'm requesting is the ability to control who can create, use and share these templates. Ideally, like any other templated option in a ticket system, having the ability to create these and publish them by an admin or supervisor for use by others. Not everyone should be able to have the ability to create and edit these and to that end, you should be able to restrict the use of these entirely.

Let me know if you need additional clarification.

Thanks

James

jhoag_gcsd

@Avadhut.Deshpande I support this request. The Quick Tickets feature is SUPER useful - it's almost something that puts Web Help Desk ahead in the marketplace. With just a few additions/changes, the Quick Ticket feature could be even more powerful. Its a huge time saver AND helps me as a Help Desk Manager, to ensure consistency in tickets. Techs love this feature as well as it makes their job of creating routine tickets much easier. Not to mention, it increases the likelihood that they'll create tickets in the first place. Expanding the functionality of the Quick Ticket feature is good business for SolarWinds.