How can users view tickets or cases in the new support portal?
In the new support portal for ERP - Construction, visibility of tickets and cases is restricted to ensure privacy and security. Below is an overview of the rules and processes for viewing tickets or cases:
Overview of Ticket Visibility Rules
Users can only see tickets or cases that they have personally submitted.
Viewing tickets or cases submitted by colleagues is not allowed unless specific conditions are met.
Viewing Colleagues’ Tickets or Cases
To view a ticket or case submitted by another user in your organization, the following condition must be met:
Explicit Participant Addition: An agent must add you as a participant (also referred to as a collaborator) on the specific ticket or case. Once added, you will have access to view and interact with that ticket or case.
Changes from the Previous Portal
The new support portal no longer includes the organization-wide visibility feature, previously known as the "Supervisor" view. This means users cannot see all cases submitted by their organization by default.
This change emphasizes the importance of explicit participant addition for sharing ticket or case visibility.
By adhering to these rules, the new portal ensures a secure and streamlined experience for managing support tickets and cases.