iskolares
commented
2 years ago Related ticket #27013
- CC'd user can't access the ticket even if he is under the same company and site the ticket is assigned to
- needs the
All ticketsorAccess to ConnectWise Site ticketspermission to be able to access the ticket
Aycorn
Olivia-Lancom
ConnectWise can specify CC emails. Based on that field, additional user who involved within the ticket should allow to see tickets.
Autotask on this front have additional contact. The difference is additional contact must belong to same account as the ticket. Where ConnectWise's CC email list does not have such restriction.
It would be rather difficulty to abstract the functionality. Especially given Autotask's API is exposing relational table, it is hard to extract change info out of it. (It is easy to get new rows but unable to detect deleted rows.)
To implement for ConnectWise, the access rule to the ticket have to be changed. The rule should allow CCed user to see ticket, and reply to the ticket, no matter if given user is in different company to the ticket.
Breaking change is the given user's permission at portal side. Additional to can approve, can fast track etc. We also need can close flag to disallow close action.