Is there a way to create a team-specific admin in REI3 Tickets?

Hemanth_L

Hi Team,

I'm currently working with the REI3 Tickets application and wanted to check if there's a way to create or assign a team-specific admin (or supervisor) role.

What I need:

A user who can manage only the tickets assigned to their own team
Should be able to assign/reassign tickets within the team
Should not see or manage tickets from other teams
Should not have access to global app configuration or all-user ticket views

What I've seen so far:

The built-in Supervisor role seems to grant access to all tickets, regardless of the team
Admin role gives full system-wide access (which is more than required)

lsw-fabian

Hi @Hemanth_L ,

What you need can mostly be achieved with the role 'Agent'.

An agent can only work on tickets, assigned to one of the agent's teams.
Agents can reassign tickets to other team members.
Depends on the config - if Admin/General config/General/Agent: Show tickets from other teams is disabled, agents can only see ticket when they are assigned to one of their teams, or tickets created / requested by them.
Only the role 'admin' does have access to the ticket configuration, the 'all ticket' view depends on the role (and the config mentioned on 3.)

Hemanth_L

Hi lsw-fabian ,

Thank you so much for the clarification regarding the Agent role and the relevant configuration options—this was really helpful!

I'm now facing another issue:

We have an admin user who has been assigned all roles. He’s also assigned to a team both as an agent and a team leader. However, when he tries to access a ticket, he receives the following error (screenshot attached).

Despite having full roles and team assignment, this user is unable to access certain tickets, and the system throws the attached error.

lsw-fabian

Please remove both public ticket roles. Both roles (Create tickets & service reports) do have special restrictions and should only be used seperatly.