Limited access for contractor

We have a contractor who supports a single service. Since other aspects of the service belong in our main ticketing app, we are not interested in creating a unique app for these external techs. We do not want to have outside parties having access to all of our tickets.. The client portal is proving to be a good solution to give them access to their tickets with only one downside: they are unable to update the status of their tickets. Suggestions on how we might enable them to work their tickets more, without giving them full access to all tickets in the application?

Tags client-portal ticket-visibility ticket-status limit
Asked by Nate Burt on Fri 1/12/24 11:21 AM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Fri 1/12/24 11:36 AM

Hello Nate,

Unfortunately there isn't a way to both grant a user access to a ticketing app, and also not give them access to all of the tickets in that app currently.

If you give them access to a ticketing app, they can see all of the tickets there. I know that isn't the answer you wanted to hear, but it is the only way to allow for granting them the access you wanted to give them.

Mark Sayers
Sr Support Consultant, CS

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John Adams Fri 3/22/24 10:33 AM

We have the same issue with 11 contractors.  I'm not interested in creating 11 applications to limit access to just THEIR tickets.  I opened an enhancement request to add permission at the ticket level within a application.  My feeling is technicians should see only their tickets unless given permission to see their groups or even the entire app.  

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