For a ticket there are basically two access levels. Customer and Technician. What's a good way to have three layers?

We would like some people to enter a form when hiring people - hours per week etc. And another layer of department manager people to be able to add additional more sensitive fields and the final layer would be Tecnicians with access to everything. Is there a good way to do this? We've though about several approaches but if someone's done this any insight would be useful. Should the middle layer be a tecnician too? Can we have different forms for the same ticket? Protected fields maybe so we could use groups to filter which layer can see certain fields? 

Asked by Michael Lopez on Thu 4/7/22 2:03 PM
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Answer (1)

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Mark Sayers Thu 4/7/22 2:54 PM

Hello Micheal,

I think your layers 2 and 3 would both be technicians as, other than entering field values during initial intake of a service request, protected attributes are otherwise not editable to someone who doesn't have TDNext + Ticket app access.

You can configure your protected attributes with their own group access permissions, so different groups are permitted to see/edit different attributes, and if you add the technicians (help desk or whomever) folks' group to all of those attributes' settings then they could access and edit them all.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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I mean my boss would like to avoid more training of another set of people as technicians if possible. It looks like I might be able to create a subset form, have the first group fill that out. Then change the form to one with more fields, keeping that data but also allowing more fields. Then that would go to the TDNext techs... I've seen how protected groups might work as you described but it and it's on my list to check out - although I'll have to convince someone to give me access to create protected fields. - Michael Lopez Thu 4/7/22 3:21 PM
OK sure, you can change the form that the ticket is using, and that *will* preserver the already-saved field values for sure. The only caveat is you'd be doing that form changing from within TDNext, and the folks to need to fill out the additional fields would also need TDNext access + ticket app access. - Mark Sayers Thu 4/7/22 3:33 PM
Hmm, I mean I'd either update the form in a workflow maybe with a webservice or allow the users with full access to change the form it and then have the others edit it... The middle layer should still be able to use the current form as that's all we have today is that one form. - Michael Lopez Thu 4/7/22 3:36 PM