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(Sorry if I didn’t select the appropriate forum. I wanted to post my topic under assyst General, but didn’t find it)

We are using assyst 11.7.2.

We are currently working on the implementation of Customer Service Groups (CSGs) since we want HR tickets to be visible only to HR folks.

We noticed that the assystWEB top search bar was still showing HR tickets in the results even if the user was not part of the HR CSG.

 

Is it possible to update the search server so an assyst user can only see tickets of his CSGs?

Thank you,

Jérémie

Hi Jérémie, 

 

When you have given users CSG’s, have you also enabled those CSGs within the CSG activation section? (in the side menu, Administration, Security, CSG Activation). I believe you will need to limit event. 

There is guidance in the wiki here: CSG Activation Form - assyst11-7Wiki

If this is correct you might be best contacting the support desk for further advice. 

 

I would test this on a test environment first, as if you have not previously be utilizing CSG’s, you might experience unexpected behaviour. 

Hi Kevin,

Thank you for your answer.

Yes, I confirm I limited the events with the CSG Activation.

And yes, indeed, we are also implementing the CSGs in our test environment first to analyze all CSG behaviours.

I’ll contact the support desk then.

Thank you

Jérémie

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