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Help Desk configuration

web-app

What is the best way to configure Gemini for help desk purposes on build 3.5.4? We need support users to be able to submit tickets which are then seen by everyone in the IT dept who are then able to assign them to the appropriate person.

Current configuration:
Two global groups Everyone (auth)  and Administrators
All support user are in the Everyone(auth) and all IT dept are in Administrators
Two security scheme default and Admin
Default is applied to the Everyone group that has can only view own issues selected
IT dept has both security scheme applied to it default and Administrators 
All projects are showing up properly for the two groups along with who they can be assigned to when the tickets are created, but everyone in the admin group are not seeing them unless it is assigned to them specifically.
Also tried portal mode and selected Everyone(auth) as the user group with no luck. Thanks for any help.
xrtech
· 1 		xrtech
Thursday, March 11, 2010, 4:27:27 PM
Replies (3)
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Do not assign any permissions to the Everyone or Everyone (auth) groups and make sure all users are part of these groups. Create a new user group, say Clients, and set that group to portal mode and give it the "Only view own issues" permission for your projects. That should do it for you.
Mark Wing
· 9108 		Mark Wing
Thursday, March 11, 2010, 4:40:00 PM
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Removed all permission from the Everyone and Everyone(auth) then placed ALL users in both groups. Created new support group which I assigned the default security scheme that has only view own issues selected, put all support users in this group along with selecting this group for the portal.

IT dept is still in admin group with  all permissions selected.

Now support users are not able to see any projects to create tickets. So then I  added the rights to the default security scheme so they could see the projects and create tickets but still they are not being sent to users in IT group, also email notification stopped going out to the support email address that they were going out to before, now just being sent to the user after the ticket is created.

We have eight projects
One just for IT dept and the others for support users, before all projects were being listed under IT and the other seven for support users. This seemed to be working except for the tickets being sent to everyone in the IT dept.


xrtech
· 1 		xrtech
Thursday, March 11, 2010, 9:13:37 PM
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It seems like you didn't give the support users the "View project" permission.
They will need that in order to see the project(s) that are using that security scheme.
Mark Wing
· 9108 		Mark Wing
Friday, March 12, 2010, 9:28:04 AM