Hello everyone!
Is it possible to make the attachments of ticket visible only to the caller and the agent's team in the back office? Nobody from this organization can't see(read) the attachments of the ticket
Thank you
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Not possible at all.
Attachments are seen by iTop as a simple field of the object it is put under, and the visibility in iTop is defined by class and organization, not by field.
There is no safe way to hide some fields of an object to some people, while they still can see that object.
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We have very sensitive data in the attachments in our company. For safety's sake, we don't want them to be received. To solve this problem, can I create a new portal for agents and manage visibility using "scopes"?
Thanks for your answer!
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What is your criteria to detect that a particular Ticket contains attachments which should not be visible to others than the agent?
On a new portal you can control who has access to Tickets with Ticket's criteria. There is no flag on the attachment saying it is a sensible attachment.
But for this method to be efficient, either no Tickets are visible on the console, or at least those containing sensible attachment must be put under an Organization, that no-one is allowed to see in the console...
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If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello everyone!
Is it possible to make the attachments of ticket visible only to the caller and the agent's team in the back office? Nobody from this organization can't see(read) the attachments of the ticket
Thank you
I don't think it's possible in the back-office by default.
Probably needs rather complicated customization, although you may want to check with Combodo's sales team.
Not possible at all.
Attachments are seen by iTop as a simple field of the object it is put under, and the visibility in iTop is defined by class and organization, not by field.
There is no safe way to hide some fields of an object to some people, while they still can see that object.
We have very sensitive data in the attachments in our company. For safety's sake, we don't want them to be received. To solve this problem, can I create a new portal for agents and manage visibility using "scopes"?
Thanks for your answer!
What is your criteria to detect that a particular Ticket contains attachments which should not be visible to others than the agent?
On a new portal you can control who has access to Tickets with Ticket's criteria. There is no flag on the attachment saying it is a sensible attachment.
But for this method to be efficient, either no Tickets are visible on the console, or at least those containing sensible attachment must be put under an Organization, that no-one is allowed to see in the console...