How to set the ticket display by group ?

[wisanu wirojtecha]

Hi all,

Just want to quickly check with everyone. As of now on my JSM I've 3 teams like A, B, and C. These 3 teams have responded on separate departments but we have one portal for end-users to submit the service request. 

With the current configured when my users submitted the ticket in the system. All A, B, and C agents will see all the tickets. 

How we can set the ticket visible only the scope for each team? If those tickets submit with for team A. Only team A should be the only one to see this ticket. 

[Jack Brickey · Accepted solution]

If you don’t want your agents to have access to all issues from your customers then you should choose different projects. Within a project an agent can see all issues.

[wisanu wirojtecha]

Hi Jack,

Thanks for your answer. However, if we created different projects. The customer portal will be a different site? 

[Jack Brickey]

Not a different “site” but a different portal. In JSM you have a primary portal URL for the help center then sub-pages for each project. 

You can created different queues within a project, one for each agent group. However the could still see them if they clicked into the queue.