Creating private ticket groups and granting access

Setting a private group up, and the checks that stop it becoming a hole work disappears into: routing in, a way out, and cover when somebody is away.

Setting a private group up, and the checks that stop it becoming a hole work disappears into: routing in, a way out, and cover when somebody is away.

Create one

1. Create the group and mark it private.
2. Add only the people who should see this work.
3. Set up routing so the right tickets arrive.
4. Build a view for the members.
5. Test with a real ticket, and test that somebody outside cannot see it.

Test both directions

Confirm a member can see the ticket, and confirm a non-member cannot, including somebody with access to all tickets. The second check is the point of the exercise and the one people skip.

Route into it deliberately

These tickets usually arrive on a dedicated address or form. Get that routing right, because a sensitive ticket landing in the general queue first has already been seen by the wrong people.

Decide how a ticket leaves

Something will arrive here that does not belong. Agree who can move it out and where it goes, before it happens with a customer waiting.

Cover is not optional

Three members and no arrangement for absence means the queue stops when one person is away. Agree it when the group is created rather than in August.

Review membership regularly

People move on and keep access to work they no longer do. On a private group that matters more than elsewhere, because the whole purpose is who can see it.

Say why it exists

One line, recorded somewhere. In a year, somebody will ask why this group is private, and "nobody knows" leads to it being unpicked or left wrongly.

See also

• Private ticket groups
• Managing groups and memberships
• Creating groups