We currently have four locators. The tickets that come in get auto assigned to two locators and then me move them around accordingly. These tickets we have no issues with. However if a ticket is not auto assigned it goes into a pending research folder where you have to manually assign it to a locator. When we manually assign it to a locator that normally gets the auto assigned tickets only they can see it in the app to take pictures. If we assign it to someone that doesn't get auto assignments then no one can see the ticket in the app. Has anyone experienced this and found a solution to fix it so everyone can see the ticket?
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L
Lindsay Rennerposted
10 days ago
Admin
It sounds like this is related to how mobile profile permissions are configured. For situations like this, we recommend placing those tickets into a dedicated folder and then updating the mobile profile for the affected users to grant them access to that folder in addition to the default “Items in Folders...Assigned User Folders” setting.
This way, regardless of whether the ticket is auto-assigned or manually assigned, anyone with access to that folder will be able to view the ticket in the app.
We currently have four locators. The tickets that come in get auto assigned to two locators and then me move them around accordingly. These tickets we have no issues with. However if a ticket is not auto assigned it goes into a pending research folder where you have to manually assign it to a locator. When we manually assign it to a locator that normally gets the auto assigned tickets only they can see it in the app to take pictures. If we assign it to someone that doesn't get auto assignments then no one can see the ticket in the app. Has anyone experienced this and found a solution to fix it so everyone can see the ticket?
0 Votes
1 Comments
Lindsay Renner posted 10 days ago Admin
It sounds like this is related to how mobile profile permissions are configured. For situations like this, we recommend placing those tickets into a dedicated folder and then updating the mobile profile for the affected users to grant them access to that folder in addition to the default “Items in Folders...Assigned User Folders” setting.
This way, regardless of whether the ticket is auto-assigned or manually assigned, anyone with access to that folder will be able to view the ticket in the app.
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