We would like to suggest an enhancement to the current permission model regarding ticket subscriptions.
Right now, when a user is subscribed to a ticket (as a follower or CC), they cannot access the ticket unless they have explicit permissions for the ticket's category. This restriction significantly limits collaboration between teams or departments, especially when tickets span across multiple functional areas.
We propose an optional setting (at the system or category level) that allows subscribed users to view and interact with tickets they are subscribed to, regardless of their category access rights.
This would:
- Improve cross-departmental workflows
- Allow better ticket visibility for stakeholders without compromising global category access
- Reduce the need to create broad category permissions just for specific tickets
An alternative would be to support a "shared ticket" flag or a "view-only" access mode for subscribed users.
Thank you for considering this improvement!
Best regards,
Marcelo