Requester Ticket Visibility - Designing Sites and Departments
How should sites and departments be setup to meet the following needs?
1. Both upper management execs need to see any ticket in their divisions, A and B
2. 3 middle management Program Managers need to see tickets submitted by their staff working on programs X, Y and Z, but no tickets submitted by Execs (Program Manager1 does program X and Y, Program Manager2 also does program Y, and Program Manager3 does program Z)
3. 3 lower management Program Supervisors need to see any tickets submitted by other supervisors for their assigned program, but no tickets submitted by Program Managers or Execs (Supe1 does X, Supe2 does Y, Supe3 does Z)
I could name my sites A and B, assign my execs to each site, then set their requester accounts to view "All their site requests". This meets need 1.
I could name my departments X, Y, and Z, then assign my Program Managers to them, then set their requester accounts to view "All department requests". But this doesn't meet need 2, because Program Manager1 needs to view tickets for both X and Y, but can only be assigned a single department, and isn't authorized for Z,
Then I still need to account for my supervisors. I can't allow them to view all site requests or all department requests, they aren't authorized to see tickets submitted by upper management. I can't restrict them to only see their own requests, as they need to know if the supe from the morning shift already has a ticket pending for the new hires, or they need to follow up on the password reset ticket that was sent by another supe for their team member.
The Requester ticket visibility seems too restrictive and inflexible, or am I missing something?
1. Both upper management execs need to see any ticket in their divisions, A and B
2. 3 middle management Program Managers need to see tickets submitted by their staff working on programs X, Y and Z, but no tickets submitted by Execs (Program Manager1 does program X and Y, Program Manager2 also does program Y, and Program Manager3 does program Z)
3. 3 lower management Program Supervisors need to see any tickets submitted by other supervisors for their assigned program, but no tickets submitted by Program Managers or Execs (Supe1 does X, Supe2 does Y, Supe3 does Z)
I could name my sites A and B, assign my execs to each site, then set their requester accounts to view "All their site requests". This meets need 1.
I could name my departments X, Y, and Z, then assign my Program Managers to them, then set their requester accounts to view "All department requests". But this doesn't meet need 2, because Program Manager1 needs to view tickets for both X and Y, but can only be assigned a single department, and isn't authorized for Z,
Then I still need to account for my supervisors. I can't allow them to view all site requests or all department requests, they aren't authorized to see tickets submitted by upper management. I can't restrict them to only see their own requests, as they need to know if the supe from the morning shift already has a ticket pending for the new hires, or they need to follow up on the password reset ticket that was sent by another supe for their team member.
The Requester ticket visibility seems too restrictive and inflexible, or am I missing something?