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How to set the ticket display by group ?

wisanu wirojtecha

Hi all,

Just want to quickly check with everyone. As of now on my JSM I've 3 teams like A, B, and C. These 3 teams have responded on separate departments but we have one portal for end-users to submit the service request.

With the current configured when my users submitted the ticket in the system. All A, B, and C agents will see all the tickets.

How we can set the ticket visible only the scope for each team? If those tickets submit with for team A. Only team A should be the only one to see this ticket.

Accepted answers

Jack Brickey

If you don’t want your agents to have access to all issues from your customers then you should choose different projects. Within a project an agent can see all issues.

All comments

Jack Brickey

If you don’t want your agents to have access to all issues from your customers then you should choose different projects. Within a project an agent can see all issues.

wisanu wirojtecha

Hi Jack,

Thanks for your answer. However, if we created different projects. The customer portal will be a different site?

Jack Brickey

Not a different “site” but a different portal. In JSM you have a primary portal URL for the help center then sub-pages for each project.

You can created different queues within a project, one for each agent group. However the could still see them if they clicked into the queue.

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