1 Reply Latest reply on Dec 27, 2016 6:39 AM by rs090

    End users to be able to see records not assigned to their user

    Specialist

      Hi Community,

       

      Not quite sure if this request is possible but i wanted to ask to confirm.

       

      Currently, we have an internal analyst and have 2 consultants working at our office and with the need to access tickets related to their work (for adding notes to be able to exchange with the analyst), however, we want to give the consultant users 0 visibility of the rest of the tickets on the system from landesk. Currently, an analyst can search for any ticket on the system without limitation (if the keywords are typed or the ticket number, it appears without limitation on the search bar).

       

      test123.png

       

      This would work if it was only 1 user, because the analyst could open a ticket on behalf of that user and, when the user accesses workspaces, they can see their ticket on their "Open items" and can see notes that were added and can add notes themselves.

       

      test321.png

       

      The issue is, if we have 2 end users that need to see the same ticket on their  "Open items" they cannot, as the ticket is only associated to 1 user (raise user).

       

      Are their any alternatives for 2 end users to be able to see the same ticket on their profile?

       

      Please let me know if you require me to clarify the situation.

       

      Best Regards,

       

      Ricardo Almeida

        • 1. Re: End users to be able to see records not assigned to their user
          rs090 Apprentice

          I assume the 2 end users you would want to track on a ticket could be any combination of your end user pool.

           

          We had a similar requirement on our request forms and here's how we handled;  In the object designer created a relationship between the user object and the request object twice by dragging the user object on to the request twice, choosing no when prompted to create a collection. 

           

          This allowed us to have both an Associate Name field and Requested By (Associate Name) field as shown below.  Both work the same way in that they use the same lookup template to pull by name or UserID and display values from our USER object.

           

          In our dashboard we simply include the criteria if RaiseUser or RequestedBy is equal to Current User.  This works so that when their name appears in either place the ticket is displayed on their dashboard.    I would assume you could create the user - incident/request relationship as many times as needed to track as many "Raised Users' as needed, in our example we only used two.

           

           

           

          Hope this helpful.