This idea has been floated several times in the forum under various names.
In one iteration it was for a PM to be able to see their team's tickets. In my situation it is to allow small groups see each other's tickets. (We use WHD for processing similar transactions from hundreds of small units.) It would be very, very helpful to allow small groups shared access to a ticket. The current work-around is for groups to create a Role user in LDAP that they use as a shared credential. This is not best practice, causes MFA problems, and loses individual traceability.
Unlike the Client Admin functionality, this feature would allow Alex to create a ticket and add Bali and Chin as additional Clients who can see the ticket in their history and act on it if the ticket is still open. When an employee is on vacation their ticket is not stalled, as other team members can respond. When an employee leaves or transfers, their ticket history is not lost as it stays with the team.
Potential ways this could be achieved:
- A Ticket/Client table whereby every Client on the table has access to the Ticket.
- A Client Team where every Client on a Team has access to Tickets associated with that Team.
- Variation on the Client Admin enabling much more refined groups than Department or Location. (Client Custom Field?)
- Some other way; our Users don't really care how we resolve this.
Thank you for the consideration.
