Internal Ticket Access Guide

Who Sees Which Tickets

How ticket access works, and how to make sure the right people see the right work.

Companion guide: Setting Up Internal Tickets explains ticket boards, queues and ticket types, and walks through setting them up. This guide covers who can see the tickets once they are in place.

The short version

Each person sees only the tickets they are on. Being "on" a ticket means being a participant in its discussion. People with the Ticket Admin role see every ticket.

Having access to a ticket type lets someone create tickets of that type, and it puts them on new tickets of that type automatically. It does not, by itself, let them see every ticket of that type that already exists.

What controls access

Three settings work together:

Setting	What it does
Tickets role	Required to use Internal Tickets at all. Granted through the user's security profile.
Ticket Admin role	Sees every ticket on every board, and manages ticket setup. Intended for managers and the people who run the ticket process.
Ticket Access list (on each ticket type)	The people and teams who handle that type of ticket. They can create tickets of the type, and they are added to each new ticket of the type when it is created.

What each user sees

User	Boards they can open	Tickets they see on the board
Ticket Admin	Every board	Every ticket
Tickets role, on a ticket type's Ticket Access list (directly or through a team)	Boards that include a ticket type they are on	Only the tickets they are a participant on
Tickets role, not on any Ticket Access list	Boards where they are already on at least one ticket	Only the tickets they are a participant on

Being assigned a ticket does not decide who can see it. A ticket stays visible to everyone on it, whether or not it is assigned to them. The Assigned To filter on the board only narrows what you are looking at.

If a board is tied to a division, it is only listed while you are working in that division. Boards with no division are listed in every division.

How someone gets onto a ticket

When the ticket is created

A new ticket starts with these participants:

The person who created it.
Everyone on the ticket type's Ticket Access list. Teams are expanded to their members.

Only people who have the Tickets role (or are administrators) at that moment are added. A team member without the role is skipped.

After the ticket is created

People can be added to or removed from an individual ticket's discussion at any time. From that point on, the ticket's participant list is what decides who sees it.

Important things to know

Changes to a Ticket Access list apply to new tickets only. Adding a person or team to a ticket type does not give them existing tickets of that type. Removing someone does not take them off tickets they are already on.
Team membership works the same way. Someone who joins a team later is not added to tickets created before they joined.
The Tickets role must be in place first. Grant the role before adding someone to a ticket type or team, or they will be skipped on tickets created in the meantime.
Ticket Admin is all or nothing. It shows every ticket on every board, not just certain types.

Common situations

Situation	What to do
A new team member cannot see older tickets	Add them to the specific tickets they need. They will be on new tickets of that type automatically.
A manager needs to see everything	Give them the Ticket Admin role.
Someone has left the team or changed roles	Remove them from the Ticket Access list or team so they are not added to new tickets, and remove them from any open tickets they should no longer see.
A team does not appear when adding to a Ticket Access list	The list only offers teams with at least one member who has the Tickets role. Grant the role to a team member, then try again.
A person is on the team but was not added to a new ticket	Check that they have the Tickets role in their security profile.
Someone cannot find a board at all	Check that they are on a ticket type for that board, and that they are working in the board's division.

Access checklist for a new ticket type

Give each person who will handle the tickets the Tickets role.
Build or update the team(s) that will handle the type.
Add those teams and any individuals to the ticket type's Ticket Access list.
Give the Ticket Admin role to anyone who needs to oversee all tickets.
Create a test ticket and confirm the right people appear on it.

For the full setup of boards, queues and ticket types, see Setting Up Internal Tickets.

Questions about ticket access? The Wheelhouse team is happy to help.