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using gemini for support tickets

web-app

hi there

i want to use the software as a client ticketing facility as well as for project management. we note the client can't create an issue without having access to a project. we would therefore like to allow the clients to create an issue under a project called 'general support' after which we would then internally allocate (move) the issue to the correct project. however, we do not want to give the client access to the end project, the client needs to still be able to see his issue and comment, read history, edit etc after it's been moved.

i've been having a go on the trial version i've downloaded. i've set up a project called 'support' with client project security scheme. while the issue is still in the 'support' project all is fine. however, once the issue is moved to the 'real' project, the client can't get any further than seeing the issue listed under 'my watched issues' as he does not have access to see the 'real' project which has a different project security scheme. the only way I can see to achieve the client having access to his issue but not the project is  to create an issue in the 'real' project and then link it to the 'support' issue.  however, any comments etc added by the developer or manager under the 'real' project issue couldn't  be seen by the client and comments had to be added to the support project issue but this still doesn't really solve the problem as each issue basically has to be doubled.

is there any way of cutting out the above waffle and for the client to just raise an issue, issue moved to the relevant project and client still able to edit etc his issue without access to the project it's moved to? or restrict what the client can see of the project if giving access to the 'real' project is the only way?

thanks

chunty
· 1
chunty
Replies (3)
helpful
0
not helpful

You could set the client's scheme to only view and edit own issues. That way they will not see other issues created by other people.


Saar Cohen
· 5000
Saar Cohen
helpful
0
not helpful

Hi thanks, yes I know about this but the prob is here that I have not specifically granted the client access to the project to which I move the issue to.

Hence they can't do anything with it - even view the details once its been moved.

Chris


chunty
· 1
chunty
helpful
0
not helpful

Hi Chris,

Two options:

1. Grant the Client direct access to the main project and allow them just to see their own issues AND give them Help Desk Modes access (meaning they cannot see project home or any other page: just their issues list and view issue). :)
2. Duplicate the comment data entry. :(

Suggest you try option one.  Please do download our sample database and login as Client\client to experience point 1 above.


Harvey Kandola
· 212
Harvey Kandola