Does anyone use web helpdesk for other departments besides it?
Examples:
If so how do you set it up to keep each department from being able to see other department tickets, assets, etc?
We actually have 4 instances of the system two of them are for non IT departments. Our maintenance team was looking to get a full blown school dude type building management system but was rebuffed, so they turned to ours a second choice in addition our publications department uses it as well.
The other two instances are the primary IT instance and a dev/test environment that really just for testing updates and major workflow changes to the system.
We do not bother trying to separate request types or asset types so we them we just purchased and set up additional instances. We have one DB server and just host the front ends on different VM's.
Great thanks typhoon87
I currently have 4 departments using one database and front end. We separate using Request Type, Tech Group, and Location.
Some of the departments cross over so I have two locations that each have two departments. Then I use the Request Type and Tech Group assignment.
But someone from department a can still do a search and find department b's tickets right? That's what I am trying to avoid.
If you use Tech Groups and Request Types.
Admins will be able to search across departments. But you can use Tech Permissions to: "Limit to Assigned Tech Groups." They will not be able to assign or see tickets that are not in their assigned Tech Groups. Techs can be members of multiple Tech Groups if you need some Techs to have the ability to see these tickets.
I actually had to disable this permissions option because my departments wanted to have the ability for the techs to track tickets that they transferred to different departments. So I ended up using a combination of Queries to limit some of their views.
that is what I needed!
