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Latest post by dunwin on Thursday, 09 December 2021 03:26 CST
First of my apologies for this ticket as I am sure the information, I need is the documentation......but can I find it, no!
I can see how to set the Support Staff through ACL
But when I look at managers in a category, it appears that every Support Staff member is a manager.
How can I set only certain people to be mangers of ATS and individual categories of ticket?
Can someone point me in the right direction?
Thanks in advance.
Kind regards
David
David Unwin - London UK
It's the Support Staff permission. It used to be called Manager but it was confusing since Joomla 3.0 (or 2.5? I can't remember — it was about a decade ago) when Joomla added permissions with the word “manage” in them at which point it became Support Staff. The two terms have been used interchangeably in the documentation and language files, mostly because we used to have official translations. Long story...
To make users in a user group become support managers (i.e. members of the support staff) for the entire component and all categories go to Components, Akeeba Ticket System, Options, Permissions tab and set the Support Staff permissions to Allow for that user group.
To do that for specific categories only go to Components, Akeeba Ticket System, Categories, choose the category you are interested in, Permissions tab and set the Support Staff permissions to Allow for that user group.
Remember that Joomla works with two inheritance levels:
1. a category's permissions override the parent category's permissions (repeat if there are more parent categories) which override the component's permissions.
2. a user group's permissions override the permissions of its parent user group (repeat if there are more parent user groups) which override the permissions set for Public.
Also remember that Deny always wins. If within any inheritance dimension there's a Deny for a permission that permission will always be denied — even if you try to allow it again. For an overridable deny use Inherit instead.
You may want to use the third party component ACL Manager to figure out which permissions apply for each user and why. Otherwise it's a loot like trying to solve a three–dimensional puzzle.
Nicholas K. Dionysopoulos
Lead Developer and Director
🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!
Hi Nicholas,
Thanks for taking the time to explain that. So now I have set up my 'Managers' for each category by setting 'Support Staff' to Allowed for the people I want to be managers.
However, when a ticket comes in we can only assign a ticket to another 'Manager' ( 'Support Staff' set to allowed). See screen shots attached
I can't see how I can assign tickets to other users groups who do not have 'Support Staff' status.
Is there other options that need setting to achieve this?
Kind regards
David
David Unwin - London UK
I can't see how I can assign tickets to other users groups who do not have 'Support Staff' status.
You can't. It wouldn't make sense. They would not be able to reply to the ticket (if it's a public ticket) or even see it at all (if it's a private ticket). You have to be a member of the support staff to view private tickets and reply to any ticket.
Nicholas K. Dionysopoulos
Lead Developer and Director
🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!
Hi Nicholas,
Ok, I understand now. So 'Member of Support Staff' also means they are 'Managers' as well.
I thought there was a hierarchy of Managers to support staff, but it is not it is a flat structure where one manager can assign a ticket to another.
Thanks again for the explanation
David Unwin - London UK
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