Is there a way to search / display other contact's tickets than the logged in user when using the Employee interface?

Document ID : KB000046970
Last Modified Date : 14/02/2018
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Question:

When we search for another contact's tickets while using the Employee interface, nothing is returned. Even, after removing the Employee Data Partition, no tickets for other contacts are returned. Is there a way to search contacts, other than the logged in user's tickets while using the Employee interface?

 

Answer:

Unlicensed users such as Employee, are not allowed to view other contact's tickets. If you would like them to see other contacts' tickets, you need to turn on the 'Licensed?' check box in the Employee Access Type Detail page. You will also need to modify the Data Partition used by their Role so they can view other contact's tickets. In order to turn on the option 'Licensed?', please follow the steps below:.

e.g. Change the setting on Employee Access Type.

  1. Go to 'Security and Role Management' > 'Access Types' on [Administration] tab and open Employee".


    Licnese01.jpg
  2. Click on <Edit> and turn on the option 'Licensed?'.


    Licnese02.jpg
  3. Save the change.

 

Additional Information:

Data Partitions
https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/how-to-set-up-the-data-partition/data-partitions

How to Set Up the Data Partition
https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/how-to-set-up-the-data-partition