This introduction article will help TeamDynamix Administrators to set permissions for ticket visibility, depending on your security role, within the TDClient Interface. There are various security settings described below.
Depending on the roles present at your organization, you may have a need for users to view tickets on behalf of other users. For example, your organization has a CEO, Amanda, and her administrative assistant, Chad. If granted the appropriate permission, when Chad submits service requests for Amanda, Chad can also view those tickets and their statuses within the Client Portal. This will be useful for Chad to provide updates to Amanda.
Where to Find This
This feature is configured within the TDAdmin interface for use within the TDClient interface.
While TDAdmin is where the settings are configured, TDClient is where the service requests will be entered and the users will need to actually view the tickets.
To configure, follow the steps presented in each section of this article. You may want all or only some of the settings described. Start by following this path:
- TDAdmin > Applications > Ticketing Application > Settings > Client Portal Visibility Settings
- On that page, you will find 3 settings. They are outlined below.
Managing Ticket Visibility
Allowing Users in Associated Accounts or Departments to View Tickets in the Client Portal
One of the permissions available in security roles is View all requests belonging to assigned accts/depts. This permission allows users to view all tickets for their accounts/departments in all ticketing applications.
In the ticketing application settings, the Allow users in associated accounts/departments with the appropriate permission to view tickets in the Client Portal setting allows you to choose whether this specific ticketing application is exempt from that rule. Disabling this setting allows specific ticketing applications to be exempt from being visible in the Client Portal to these users.
To configure this permission to a security role:
1. In TDAdmin, click Users & Roles in the left navigation.
2. Click Security Roles.
3. Select the specific role where you would like to turn on this permission
4. Check “View all requests belonging to assigned accts/depts”
5. Click Save
Allowing Requestors and Creators to View Tickets in the Client Portal
The Allow requestors/creators to view tickets in the Client Portal setting allows you to choose whether requestors and creators can automatically view any tickets that they create or are listed as the requestor on.
To allow requestors and creators to view tickets in the portal:
1. In TDAdmin, navigate to Applications.
2. Select the desired Ticketing Application.
3. Go to Settings > Client Portal Visibility Settings
4. Check the box for “Allow requestors/creators to view tickets in the Client Portal”
5. Click Save
Allow Ticket Contacts to View Tickets in the Client Portal
Being a contact on a ticket does not automatically grant a user the ability to view a ticket. However, by enabling the application’s Allow ticket contacts to view tickets in Client Portal setting, any user who is added as a contact can view and comment on that ticket in the Client Portal. The related setting Automatically add users as a contact when they update or comment on a ticket is located on the same page in TDAdmin. When enabling this setting, consider whether you still want the system to automatically add contacts to tickets.
In the Client Portal, users can click on Services and then Ticket Requests in the navigation sub-menu to view all tickets that they created or are listed as a requestor on. In addition, ticket contacts can use the "Include requests that I am listed as a contact on" checkbox to view these tickets.
Managing Ticket Visibility in the Client Portal by Application [Video]
The video below demonstrates how to configure Client Portal visibility settings within a ticketing application:
Gotchas & Pitfalls
When you begin creating security roles, you might not have examples where you’d need these settings but as you progress through your implementation, a use case may surface. You can change your security roles at any point and client portal visibility settings at any point, so don’t worry about this on day 1 if it doesn’t come up.
Examples
Typically, clients do not turn on the “View all requests belonging to assigned accts/depts” across the board. This is usually a small group of people. For example, administrative assistants, security officers, managers, etc.