First off, just wanted to say great tool, slick and easy to use!! We just started out on this tool and have completed all the necessary setup and it's working fine. Not in Production yet, but getting close!
My question is with Groups and the Access Levels. I understand how the system is grouping and preventing lower levels from changing/re-assigning higher level tickets. Is there a setting or can someone point me to the correct coding area to prevent
lower level groups from viewing higher level tickets that they are not the submitter?
If user A (Level 1) submits a ticket, user A (L1) and user B (L1) and Admin 1 (L8) can see and modify the ticket.
If we assign the ticket to level 8 only user A and Admin 1 should see the ticket. Currently User B is also able to View, not change, the ticket.
Similar, if Admin 1 (L8) creates a ticket and it is immediately assigned to Level 8, no Level 1 should be able to review the ticket. This would allow me to assign confidential tasks to Help Desk support staff, i.e. terminate User A account at 4:30
P.M. as the user is getting fired!!
Thanks for any help or direction you can provide.