Hello,
We use WHD to track tickets through a workflow process that often involves back-and-forth discussion between Tech and Client. We use the LDAP Department to group clients by Department and have configured department specific Client Admins to allow some users (senior executives within the departments) to view all the tickets within a department.
Our problem is some Units within Divisions within Departments are sufficiently busy that they would like to setup small groups where they can view each others tickets to ensure coverage during vacation, unexpected leave, historical tickets, etc.
Two-part question: Can we use the Client Admin approach to create smaller sub-sets without undoing the functionality of allowing Department Client Admins to see every ticket?
If yes, how would we do that?
If not, how can me set it up so multiple small groups of clients can see and act on each others tickets?
(We are trying to get away from a GroupUser Client ID as we want to use Single-Sign-On with MFA and traceability down to the individual.)
Thank you,
Peter
