We have different tech groups that have different ticket types, statuses, etc. Is there a way to have a custom ticket status only available to certain tech groups?
For the Status of the ticket, I don't believe it is possible to have a specific Status only be visible to certain Tech Groups.
As jeremymayfield noted, you may however be able to approximate that by creating a Ticket Custom Field...even then though, those are only restricted by Request Type...not by Tech Group.
Yes if you use the task section you should be able to assign to a specific tech group. However you might need to create a custom field to accomplish this.
You will also want to play with Tech groups request type supported. You will be able to narrow down the tickets that way and maybe accomplish what you are looking to do. I might still suggest a custom field.
Hi, Thank you for your quick response but I believe you may have misunderstood my question. I am looking to hide custom ticket status from certain groups. For example Only "Tech Group" A would be able to see & use custom ticket status "Re-Opened".
Thank you kellytice, I do believe if you look at Request types supported, you might be able to play with that as long as your tech's don't belong to several groups. I would test that functionality. I haven't since i have a small enough department that everyone needs to wear many hats but if you are managing larger departments you might be able to narrow that down using the "Request Types Supported"
Using a custom field negates all timers in the system however. Unfortunate
