Mixed environment for technicians supporting the same customers
What's the best approach for this situation:
Common customers where some support personnel are in the organization and setup a technicians in TDX and others, who support the same customers, are not technicians in TDX. For example: 3 technicians are in TDX but there are another 3 support personnel who are not part of of the main organization but still support customers. Is there a best practice for setting up access in this scenario since we don't want the 3 outside of the organization to have technician access to all tickets in the application, just those in that specific area.
Answer (1)
Hello Robert,
Unfortunately it is not possible to grant someone access to a ticketing app while restricting their access to the tickets in that app.
Having access to TDnext + a ticket app means the user can inherently access all tickets in the app in question. If there is enough of a need for segmentation of this work it might be worth setting up their own ticketing application for just their tickets to route through.
Sincerely,
Mark Sayers
Sr Support Consultant, CS