Our team has been evaluating whether it’s feasible to incorporate some external departments into iiQ. We regularly have situations where a ticket has been submitted to one department that would be better suited for another, or where one team starts a ticket and then passes it off to another once they’re done what they can. But we’d like there to be, essentially, separate ticket queues for these teams, that an admin could then move if needed.
We tried building some custom policies cloned from the default Agent role one, and creating accounts for external departments. Since we don’t necessarily need everyone looking into other departments’ tickets, we also tried segregating them by location and limiting users’ abilities to view with custom policies. Unfortunately, none of these steps really worked the way we needed. It seems like anyone with the Agent role has the ability to see any ticket, regardless of location, and segregating things by location doesn’t seem to have any effect at blocking users’ abilities to see tickets.
It seems like this is a combination of lack of custom roles, and multiple policies being applied at the same time inconsistently.
For districts with multiple schools and multiple IT teams assigned to those schools, it seems pretty reasonable that admins would want to segregate tickets and keep teams working on their own tickets. Our situation is very similar in that regard. Unfortunately, it doesn’t seem like iiQ has the capability to handle this use case yet. Is this something on iiQ’s roadmap?
Best answer by jclark
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