Make tickets viewable to multiple users based on a filter

[memxit]

We have office staff organized by their location in Active Directory OUs (They also have the AD field 'PhysicalDeliveryOffice' set to indicate their location).

It would be ideal if all users within a location could view all and even update tickets that were created by anyone located within the same location.

Is this possible currently? And if not, could it possibly be added at a later date?

[Karel_DS]

This isn't currently possible. You could create a read-only agent by not giving him any ticket permissions, but this will still require a license. You could however create a custom report to accomplish this, or pull data using the API. Example report of all non-closed tickets: SELECT ticketid, subject FROM htblticket WHERE ticketstateid <> 1

[memxit]

Would it be possible to have a read-only agent type that doesn't require a license?

This would mainly be for management to view all active tickets in the system.

[Karel_DS]

Our next major version (6.1, which is still a long way off) will add the possibility to link ticket types to criteria like user locations, OUs and more. This will limit users and agents to only the ticket types they've got access to.

It will however not be possible to give all normal users access to all tickets in their location. This will be restricted to agents.