Role that can edit all tickets

Idea ID 2782252

Role that can edit all tickets

In a service desk environment, it is frequently necessary to move or modify a ticket that has already been assigned to another user or team. Currently, users must first be assigned to a team in order to modify a ticket in that team's queue. As the number of teams in the system increases, managing this access becomes quite complex. This would be solved through the addition of a user role that grants global team access (or some other form of super user edit rights).

Users that would benefit from this role include:
- Help Desk Supervisors
- Department Managers
- System Administrators

Some scenarios where this would be useful include:
- A ticket has been misdirected and the Help Desk needs to reroute it.
- A Department Manager wants to reassign a particular ticket to another team.
- A System Administrator needs to retrieve a ticket that has become orphaned.
1 Comment
Regular Contributor.
Regular Contributor.
Can be taken for scoping in 8.0 provided the impacted scenarios are identified.
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.