restrict advanced searches to depts you have access to

[sblaisot]

Only allow advanced searches in depts you have access to

searching tickets in a dept you don't have access to will result in tickets you can't view !

proposed patch against 1.6RC2 attached limit the depts shown in the listbox of advanced search to the list of depts you have access to.

[peter]

It is a feature, no kidding!

The rationale is/was when someone calls in about an issue the staff taking the call should be able to search ALL tickets and possibly refer the call to someone in the appropriate department. This also allows staff to search/look for previous issues when responding to a ticket regardless of the source. I can see it being an configurable feature.

[sblaisot]

but even if you can search throughtout all tickets, you doesn't have access to tickets belonging to depts you don't have access to. What is the rationale behind "search for tickets you will not be able to view" ? if you don't have access to a dept, you can select this dept for a search, but as it is coded today, this will return no ticket at all (except for tickets you are assigned, but I'm not sure why a ticket belonging to a dept could be assigned to a staff that doesn't have access to that dept. dept transfer is better in this case).
so because your result list will be empty, why showing this dept ?

think of a large enterprise dealing with a lot of products and having a dept for each product. if a staff is only allowed to access dept "product_A" and dept "product_B", why offering him to search tickets regarding product_C he doesn't have access to ?

[peter]

I am not saying blanket restriction is wrong. It is/was meant to allow the staff to search tickets assigned to them at dept level which can be confusing. The upcoming release will only show department the user has access to on advance search.

I'm not sure why a ticket belonging to a dept could be assigned to a staff that doesn't have access to that dept.Incoming ticket, depending on the nature of your business, could have issues spanning multiple departments. For example a ticket in "Legal Dept" might require billing department to take specific action. Such a ticket can be assigned to a single billing depart staff ( e.g billing staff handling legal related issues) to handle the task without the need for the entire billing department having access the ticket ( which is the case on transfer). The assigned billing staff will in effect have access to a single ticket in Legal dept as opposed to ALL tickets.

The plan in the future is to allow tickets to have issues (internal sub tickets)...i.e ability for staff to create issues attached to specific ticket and assign them to departments or staff when the issue doesn't warrant a transfer.

I hope that help explain the big picture.

[sblaisot]

ok, thanks for your explanation. this is more clear for me now.

I'll keep my patch included on my local install to follow my needs, and wait for the new version which seems to be exciting.