- Tickets are assigned to an organization via the requester
- A user can be assigned to one or more organizations.
- The visibility of tickets is controlled by the affiliation of organizations.
- The requester assignment, organization of a ticket, and thus the visibility of that ticket can no longer be changed when the ticket is closed (3 days after the ticket has been set to “resolved”).
If, for example, your agency creates a ticket for you at SysEleven, ticket creator’s organization is set automatically, in this case the agency. Unless the ticket is created via https://helpdesk.syseleven.de/, the corresponding selection is made in the “Organization” selection field. Only then can you see (and edit or comment on) the ticket.
If a user is to be affiliated with multiple organizations, such as with several hosting customers of SysEleven, can only be configured individually. Please contact us if this is desired.
Please also note that the affiliation of a user to your organization allows them visibility for all your tickets.