Yesterday we launched a new feature allowing you to restrict agents' access to tickets. There's four levels:

1. Default setting is that agents have access to all tickets. This is how it was before.
   
2. You can limit an agent's access to tickets assigned to groups of which he's a member.
   
3. Or tickets from his own organization.
   
4. Or tickets assigned to himself personally.

The ability to restrict an agent's access to tickets only from his own organization (item 3) is possible because agents now also can be made members of customer organizations. Earlier only end-users could be organization members, but now everybody can.

The new restrictions apply to all tickets views, search, tag clouds and SLA service targets. A restricted agent will only see tickets that he has access to. The view "All working tickets" will for a restricted agent thus only contain tickets he can access, and not necessarily all working tickets.