In order to prevent a user from responding to a ticket with the same ticket number as another area, add folder to security to the group. When the folder is selected in the group, only users in that group can respond to the ticket.
I agree with enabling folder access based on group membership as this would greatly simplify user administration/access provisioning of new users. As the workforce changes there is constant work by an administrator role and lots of documentation required to ensure you get all the screens and filters and folder access and notifications set up for that particular user. Then if they move to a new area or move to a supervisory position....it is a whole bunch more work.
A slight variation of this idea (if you wanted to keep groups to be more permission based) would be to add users to a a "Work Queue" type of object. Then folder access would be granted to all users in the "Work Queue". Notifications and alerts could also be sent to the "Work Queue". The existing "Group" could function/be used the same as a "work queue" if adding the new item is too complicated.
First, there are a few different statements in this post that lead to different solutions. In the original post, it was asked that irth add folders to to groups to prevent users in different areas from responding to the same ticket.
irth has made this change but with a different solutions that solves the business problem. irth has added the ability for users to limit access to Tickets by Reg Code. So now you can specify Groups in UtiliSphere that only have access to specific Reg Codes. You can do this by following the below:
1. Login to UtiliSphere
2. Click on the Gear icon (in the upper right)
3. Click on Groups
4. Open a Group that has access to Tickets
5. Click on Select Registration Codes
6. Click on the "Selected Registration Codes" radio button
7. Select the checkbox next to the Reg Codes you want this Group to have access to
8. Click Save
The Group will only be able to see tickets for the Reg Codes you select. This will limit their access and will only show them tickets they can respond to for their areas.
The second use case has a problem statement that as the workforce changes there is a lot of work to give users access to screens, filters, folders and notifications.
I am going to spin the second use case off into a new item on this forum.