What do followers see on a ticket if added to one?
What actions can a follower do on a ticket they’ve been added?
I read in the iiQ KB that they will receive email notifications when the ticket updates, but is that all?
Solved
Follower Ticket Experience?
+3Best answer by AMeyer Greendale Schools
I’m going to see if I can test this myself, but I believe a follower on a ticket can do the same things as the original requestor, depending on which policies apply to the follower.
So, if they have the same policy as the requestor, they should see what you mention.
Edit: I wrote that badly, and tested just now:
A follower can do the two things you mentioned, BUT it looks like they do not see the ticket on their dashboard. They can interact with the ticket by clicking on View Ticket Details in the email notification or by going to the ticket if someone gives them the link.
+13Good Morning
Admins can control what followers receive notifications for on both Mobile and Web.
Regarding actions, it would depend on what permissions that follower has in iiQ as to what they would be able to do on a ticket.
I hope this helps. Please let me know if you have any questions!
+3Thanks fro your reply, Melissa.
Where can I find a list of available permissions that can be assigned to Followers?
- When someone is added as a Follower to a ticket, I’d like to them:
- Receive email notifications for ticket updates
- See resolution actions and comments that are made visible to the Requestor
- Add comments to the ticket
Where are those permissions set in the platform?
I’m not seeing anything in Permissions that refers to Followers at all, so is there some type of default capabilities assigned to Followers…?:
+13Hi
Individual users do have the capability to change their own notifications and ‘overwrite’ the Site Options on a personal basis based on the role they play in the ticket. Please see screenshot below.
Unless you have permissions to do so, you are not able to adjust the Site wide notification options, just your personal as shown above.
Please let me know if you have any questions!
Melissa Hopson- Senior Implementation Specialist
+3I am a “pseudo” admin. I do not have the Admin role, but have most permissions enabled for my account to manage the platform.
I can check with my iiQ Admin on the notifications bit, but is it possible for Ticket Followers to:
- See resolution actions and comments that are made visible to the Requestor?
- Add comments to the ticket?
I’m going to see if I can test this myself, but I believe a follower on a ticket can do the same things as the original requestor, depending on which policies apply to the follower.
So, if they have the same policy as the requestor, they should see what you mention.
Edit: I wrote that badly, and tested just now:
A follower can do the two things you mentioned, BUT it looks like they do not see the ticket on their dashboard. They can interact with the ticket by clicking on View Ticket Details in the email notification or by going to the ticket if someone gives them the link.
Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
+13Hi Everybody! There is also this tricky little Site Option that we refer to as “Delegated Permissions’:
I like to think of delegated permissions in a similar way to Quick Tickets. The cool thing about QTs is that it overrides or super-seeds any permission the user (doesn’t) have. For example, if you have visibility of an issue category turned off for Staff/Faculty you can still allow them to submit that type of ticket with a QT. Delegated permissions are similar. In site options you can say I want to give ‘these’ permissions to a Follower of a ticket (even though they may not have a permission policy to do ‘these’ things).
It looks like this in Site Options and can be added for an Assigned Agent, an Assigned Team, or an Assigned Follower:
Hope this info helps!
+13
Melissa Hopson- Senior Implementation Specialist
+3Thanks, all!
Can we get a this added to the KB article that mentions Followers, which was kind of hard to find by the way - I think it was nested under the KB article that talks about working tickets.
+13
I’ve gone ahead and submitted a request to our iiQ Community Team to have the information regarding delegated follower permissions added to this article:
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