Anonymous ticket - ticket visibility

In the HelpDesk, in the Ticket visibility section, you can expand or restrict the ticket visibility to users with the HelpDesk Employee role, i.e. configure the parameters that are very important in the case  of restricting access to an anonymous ticket.

The visibility rule configuration is divided into two main options:

1.Setting the default rule, i.e. the ticket visibility configuration which will automatically be assigned to new HelpDesk Employees.

2.Editing the visibility rule for a specific HelpDesk Employee.

In the visibility rule configuration window, three visibility levels can be distinguished:

1.Basic - the HelpDesk Employee’s ticket list will include the tickets for which the user is a reporter, assignee or observer

2.Extended - the HelpDesk Employee’s ticket list will include the tickets for which the user is a reporter, assignee or observer and the tickets where:

a)  Category is X

b)  Category is not X

c)  Reporter belongs to group Y

d)  Reporter does not belong to group Y

Two conditions concerning different parameters can be combined with each other in such a way that one or both the conditions have to be fulfilled to activate the visibility rule. For this purpose, the or and and conjunctions are used, for instance:

- The category is X AND the reporter belongs to group Y

- The category is not X OR the reporter does not belong to group Y

3.Full - all tickets will be displayed in the HelpDesk Employee’s ticket list

An example ticket visibility configuration for a HelpDesk Employee whose task will be to proceed anonymous tickets could be like this:

Extended visibility rule - the HelpDesk Employee’s ticket list will include the tickets for which the user is a reporter, assignee or observer and the tickets where the Category is <name of category for anonymous tickets>

Important: please note that in addition to setting the appropriate visibility rule for the HelpDesk Employee whose task will be to proceed anonymous tickets, it is also important to ensure that other HelpDesk Employees do not have access to the anonymous tickets, e.g. through the “Full” ticket visibility rule.

Setting the default rule

To set a rule as the default one, log in to the HelpDesk module as the Administrator and:

1.In the flyout menu on the left side of the window, click the Ticket visibility.

2.Click the Set the default rule link.

3.Configure the visibility rule, and then click the Save button.

Once you have properly completed the steps above, the visibility rule in the HelpDesk will be updated.

Editing a visibility rule

To add a visibility rule, log in to the HelpDesk module as the Administrator and:

1.In the flyout menu on the left side of the window, click the Ticket visibility.

2.Select the HelpDesk Employee whose visibility rule you want to edit (when you hover over the field of the relevant HelpDesk employee, the Edit, Copy to..., Copy from default rule buttons are displayed).

3.Click the Edit button.

4.Configure the visibility rule, and then click the Save button.

Once you have properly completed the steps above, the visibility rule for the specific HelpDesk Employee will be updated.