End User Portal Feature

patrick.kendall

I am trying to set up a group that has the ability to view all dept tickets from the portal when "View all My Tickets". That is working as intended but one question is. Can i set up a view where they can see a list of their Dept Computers as well? I am not familiar with the inner workings of the portal but i see there is an entr for it in the Roles and Permissions. It may not be possible but wanted to reach out and ask.

Thank you!

mr.castaneda

Great question—and nice job on getting the department-wide ticket view working for your managers already.

What you’re seeing with the Computers row in Roles & Permissions is the permission that controls access to the Assets > Computers index and related widgets on the agent side of Service Desk (dashboards, computer widgets like “Computers by Department,” etc.). That screen is designed for licensed agents and lives in the main Service Desk UI, not in the end-user portal, where Requesters only get the portal experience to submit requests, check “My Requests,” and read knowledge articles.

Because of that, there isn’t currently a way to give a Requester-only portal view that lists all computers for their department the same way you can for tickets. To let department managers see a list of their department’s computers, you’d need to:

• Give them an agent-side role (for example, a very locked-down Service Agent User or similar) with Read > Computers > Department – User’s Department permissions, and/or
• Build them a read-only dashboard using the Computers by Department (or a blank “computers” widget with filters) so they can see their department’s inventory without full admin access.

I know that’s not quite the “single pane of glass” in the portal you were hoping for, but today the computers list is only exposed on the agent side. If you’d like to see a true department-computers view in the portal for requesters, I’d definitely recommend adding it as a feature request here in THWACK so Product Management can track the demand.