Ticket visibility is designed to ensure technicians only see the tickets that are relevant to their assigned roles, sites, and service groups. How you configure sites, service groups, and problem types directly determines what a technician can and cannot see.
This article explains how visibility is determined, the rules that apply, and common scenarios to help you configure your system correctly and avoid unexpected restrictions.
How Ticket Visibility Is Determined
A technician’s visibility depends on a combination of settings:
- Assigned sites: The locations where they are allowed to see tickets. If your technicians have assigned sites but a ticket does not have a site, they will not be able to view the ticket.
- Service groups: The teams they belong to (optional)
- Problem types within service groups: The categories of tickets they are allowed to work on
- Ticket assignment: Whether the ticket is directly assigned to them
- “View All Tickets” permission: Whether they can view tickets not assigned to them
Key Configuration Rules
1. Assigning Sites Adds Restrictions
When you assign one or more sites to a technician, their ticket visibility is restricted to those sites only.
If you want a technician to view tickets from all sites, you should leave the "Sites" field blank.
Assigning even a single site introduces a filter and prevents them from seeing tickets from other sites.
2. Service Groups Require Problem Types
When a technician is assigned to a service group, the system checks the problem types associated with that group to determine visibility.
If a service group does not have any problem types assigned, technicians in that group may be unable to see any tickets, even if they are assigned to sites.
To prevent this, always ensure that service group have the appropriate problem types defined.
3. "View All Tickets" Permission Respects Filters
The “View All Tickets” permission expands visibility so technicians can see tickets beyond just those assigned to them. This permission, however, does not override site or problem type restrictions. A technician with “View All Tickets” can still only see tickets that fall within their assigned sites and service groups.
Common Scenarios and Expected Results
Scenario 1: Technician with "View All Tickets" Permission Sees All Assigned Site Tickets
Setup: Technician is assigned to specific sites, has no service groups, and has the “View All Tickets” permission.
Result: Sees all tickets from their assigned sites, including tickets assigned to other technicians.
Scenario 2: Technician with Service Group Limitations Sees Relevant Problem Type Tickets
Setup: Technician is assigned all sites, belongs to a service group tied to certain problem types, and has the “View All Tickets” permission.
Result: Sees only tickets that belong to the problem types their service group allows.
Scenario 3: Technician Without "View All Tickets" Permission Sees Only Their Assigned Tickets
Setup: Technician is assigned all sites, has no service groups, and does not have “View All Tickets" permission.
Result: Sees only tickets directly assigned to them and any unassigned tickets at their sites.
Scenario 4: "Active Tickets" Filter Shows Correct Results
Setup: Technician has “View All Tickets” permission.
Result: When filtering by active tickets, sees all open tickets they are allowed to access, including those assigned to other technicians.
Scenario 5: "All Tickets" Filter Includes All Tickets
Setup: Technician has “View All Tickets" permission.
Result: When using the "All Tickets" filter, sees all tickets (active and inactive, assigned and unassigned) within their site/service group scope.
Scenario 6: Technician with No Service Group and No "View All" Permission Sees Only Assigned Tickets
Setup: Technician is assigned all sites, has no service groups, and does not have “View All Tickets" permission.
Result: Sees only tickets directly assigned to them, plus unassigned tickets for their sites.
Scenario 7: Doughnut Chart Correctly Reflects Ticket Count
Setup: Technician has “View All Tickets" permission.
Result: The dashboard doughnut chart for “All Tickets” shows the correct count of tickets they are allowed to see.
Scenario 8: Technician with Some Sites Assigned and "View All Tickets" Permission Sees Tickets for Their Sites Only
Setup: Technician is assigned to some (but not all) sites and has “View All Tickets" permission.
Result: Sees tickets from their assigned sites (including tickets assigned to others), but cannot see tickets from sites to which they are not assigned.
Scenario 9: Technician with Assigned Sites and Service Groups Sees Only Matching Tickets
Setup: Technician is assigned to specific sites, belongs to service groups tied to problem types, and has “View All Tickets" permission.
Result: Sees only tickets that match both their assigned sites and the problem types linked to their service groups.
- Does not see tickets from unassigned sites, even if the problem type matches.
- Does not see tickets with problem types not mapped to their service group, even if the site is assigned.
Best Practices
- Always assign problem types to service groups that include technicians.
- Leave sites unassigned if a technician needs access to tickets from all locations.
- Use the “View All Tickets” permission to expand visibility, but remember it does not bypass site or problem-type rules.
- Avoid assigning technicians to service groups without problem types, as this can unintentionally block visibility.
Need Help?
If you are unsure how to best configure ticket visibility for your technicians, our support team is available to help. Please reach out through your support portal, and we can review your setup with you.