Restrict users to see only tickets assigned to themselves

[Razva]

We have a main contact@company.com. This address is monitored by two managers. Managers assign issues to other employees. The employees should exclusively see the tickets assigned to them by the managers, and nothing else. Also we should be able to add two employees on the same ticket. So a ticket should be seen by the managers and by all the assigned employees. The other employees should not be able to see tickets on which they are not assigned to.

Is there any way to achieve this with FreeScout? If yes, can you please let me know how? Thank you!

[freescout-helpdesk]

No for now.

[Razva]

No for now.

Can we think about a sponsored feature?

[freescout-helpdesk]

Maybe someone can implement as a custom module.

[mahakala]

Any news here? Would like to support this too. Need exact the same feature.

[freescout-helpdesk]

Feel free to submit a feature request: https://freescout.net/request-feature/

[freescout-helpdesk]

Technically it's possible. But it will be impossible to show proper counters in mailbox folders for such users. Will it a big issue?

[freescout-helpdesk]

Implemented in the master branch.

Now it's possible to specify users who can see only conversations assigned to themselves via APP_SHOW_ONLY_ASSIGNED_CONVERSATIONS parameter in .env file. Specify a comma separated list of user IDs (user ID can be found in the user profile URL - /users/profile/7) and clear cache.

APP_SHOW_ONLY_ASSIGNED_CONVERSATIONS=7,5,31

For such users only Mine folder shows actual number of conversations. This option does not affect admin users.

[mahakala]

Great news. Thanks a lot. The count is no problem.

[termy21]

I'm on v1.8.122 and have set the environment variable APP_SHOW_ONLY_ASSIGNED_CONVERSATIONS to a single user ID, as fetched from their user profile URL (in this case, APP_SHOW_ONLY_ASSIGNED_CONVERSATIONS=15) and cleared the cache (and also restarted the docker instance).

When that user looks at their Assigned folder they are still seeing tickets assigned to other users. They are not only seeing their tickets.

I'm a bit confused on this enhancement request though, as "Mine" folder always did only show tickets assigned to that user anyways. I'm looking at a way to restrict the viewing of tickets not assigned to this user in all folders (Assigned, Draft, Closed, Sent, All).

As a sanity check, I've also set the environment variable "Application Name" to ensure that the application is listening to environment variables defined in this location with my hosting provider.

[ilyakonovalenko]

@freescout-helpdesk can you please consider implementing an ability to also see only conversations with team assignee. So, to let users from APP_SHOW_ONLY_ASSIGNED_CONVERSATIONS only see assigned themselves + teams they are in.

[freescout-helpdesk]

@freescout-helpdesk can you please consider implementing an ability to also see only conversations with team assignee. So, to let users from APP_SHOW_ONLY_ASSIGNED_CONVERSATIONS only see assigned themselves + teams they are in.

Fixed in the master branch and will be published in the next release.