Question

Allow contact users to log tickets on behalf of others

  • 23 February 2023
  • 3 replies
  • 108 views
A
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Hi all, 

We have a requirement to allow some users to log tickets on behalf of others however, this is something we would only like to offer to a certain group of customers.

For some background, we support Libraries and also a Fire Service which contains many fire stations. 

We have worked a solution but it seems quite ‘clunky’ and the work required to perform this work around is substantial.

The final goal is to allow manager to be able to log tickets for multiple sites.

Current Solution:

  • Created a new Licence Role and added relevant users and assigned rights to log on behalf of another user.
  • Modified the affected user lookup expression to only show other contact users that share the same section as the reporting user (This doesn’t work very well as not all the users have the same section as others) This will also need to be replicated on hundreds of offerings.

Is there any known adequate work around to achieve this? I’d be keen to know if there’s anybody else supporting sites and how they deal with logging tickets.

Aaron Sutliff - Norfolk County Council

3 replies

A
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Bumping this topic - willing to take ideas 😃

Aaron Sutliff - Norfolk County Council
S
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I thought you might like the idea that I submitted given the tags on this post.

assystnet access to additional affected users | IFS Community

 

An alternative might be a multi-select lookup using location data instead of affected user? Possibly accompanied by a script that populates the additional affected users of a ticket based off the selected site contact details?

 

M
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Hi,

as you have already done you do need to put the users that need to ‘log on behalf of’ of someone else in a licence role that has that feature enabled. 

Being able to correctly limit which users they can choose from is however always going to be dependant on the data in your assyst. If section isn’t working for you could you go a level higher to branch, division or company? You can navigate the hierarchy when using the extended keyword notation in lookup filters.

Yes you would need to add the filter expression to the affected user field on all logging forms where you want them to fill in the user the request is for in the affected user field.

It would be nice if in assyst we had a global filter we could set for ‘log on behalf of’ users you can see but that isn’t the case currently.

 

Regards,

 

Menno

 

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