Understanding Ticket View Settings

The tickets an end-user can view in CloudRadial, is determined by the Security Role applied.

Partner > Security > Roles

Visible Ticket Options

Personal - Users with this ticket view setting will only be able to see their personal tickets. This is determined by matching the PSA key to the contact on the ticket in your PSA.

Site - Users with this ticket view setting will be able to see all tickets associated with their site or location in the PSA.

Note: Autotask Ticket Visibility "Site" setting applies to Child Companies only and not locations assigned to the parent organization.

Company - Users with this ticket view setting option will be able to see all tickets associated with that organization. No PSA key is required. 

Ticket Overrides

Ticket Status Overrides - For the specific user role, limit the visibility of tickets to tickets with only the specific statuses that you enter into this field. If left blank, it will take your default system settings established via Partner > Settings > PSA.

Ticket Board Overrides - For the specific user role, limit the visibility of tickets to only the specific boards you enter into this field. If left blank, it will take your default system settings established via Partner > Settings > PSA.