Limiting those that can view the content of a group of tickets

FormerMember

Greetings,

I have a group within my helpdesk that needs to receive and resolve tickets from clients but not let other Admins and Techs see the content of the help requests.   How would I set this group of Techs up with their own Admin, without setting up a new instance of WHD?

I know I can control the incoming email tickets to go to a specific Request Type and Tech Group.   However how do I make the tickets in this Request Type and Tech Group invisible to other Techs and Admins in the system?   Does anyone out there use WHD for items related to HIPAA or confidential financial information help requests?

Thanks for the help!!

Greg DC

rodegard

Look at the limit by location or limit by department options in Setup.  Setup - Techs - Tech Permissions; Location Permissions section.  Maybe these settings along with an action rule that moves tickets of a specific request type to a special department would accomplish what you are looking for.  I mention the action rule because you probably have clients from several departments that submit the restricted requests, so you would need to add duplicate departments to the setup; one for non-restricted and one for restricted.  An action rule can be invoked at ticket creation to reassign department.