In your district, there may be specific users who require greater visibility into the tickets. These users may include:
**Approving Authorities**: These are individuals tasked with approving tickets. Although they do not directly work on the tickets themselves, their approval is crucial for moving processes forward.
**Team Collaborators**: These users may include colleagues who don’t actively manage tickets but need to stay informed about the status of various requests submitted by others.
This new update will enable users to access the specific information they require without providing them with full ticketing left navigation permissions. Thus, they will not be able to view the entire ticketing grid, which displays all available tickets, nor will they be able to manage tickets based on their location.
Open Ticket Tab
Displaying the following ticket scenarios:
Tickets submitted for themselves and those submitted on their behalf.
Tickets that they have been delegated permission to view as a follower. As defined by a site option for that specific iiQ product.
Tickets that they have been delegated permission to view as an assigned agent. As defined by a site option for that specific iiQ product.
Tickets that they have been delegated permission to view as a member of an assigned team. As defined by a site option for that product.
Open tickets that they are an approver of as a user for any product.
Open tickets that they are the current approver of as a team member for any product.
Open tickets for which they have permission to view.
One additional benefit is that users with the ability to work on a ticket—either through delegation in site options or a specific permission policy—will now be able to access the agent interface for those particular tickets. This access is granted if they are the assigned agent of the ticket or have permission to work on that ticket, all without needing to be granted access to the entire ticketing left navigation items.
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Hannah Bailey - Director, Customer Engagement