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Hi everyone,

We’re working through a process issue here, and I’d like to see what everyone here thinks.  We have some agents that regularly add a lot of followers to a ticket, as input from several departments might be needed.  Most of these followers have Faculty permissions.

The followers can reply to the notification emails to add comments.  If they try to view the ticket, however, they can’t.  I am thinking this normal, since the faculty user does not have permission to view all tickets, correct?

The only way I can think of to allow those faculty users to add comments from inside IIQ would be to either make them an Agent, or assign view and edit rights to individual users.

How do y’all handle this scenario?  I’m open to suggestions. :)

Thanks,

-Ricky

@jo.cpa All I did was enable tickets.view and tickets.work under the Follower Delegation as @Kathryn Carter posted in her screenshots. Has been smooth sailing so far. It does not allow the followers to work a ticket like an agent, just to add comments or cancel the ticket. I have not seen a large spree of canceled tickets yet.

@jo.cpa If you add the permission for followers to “work ticket”, you can add that as an addition to any faculty or staff user. You will not need to create any other roles. 

It is a Site option. Here is a screenshot for you! I hope this helps 😄

 

That is great.  Thank you for the clarification.  That helps.

Now, if we can just get Parents auto-added as Followers, we’d be in a dream state.

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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