Redmine

Hi everyone,

We’re facing a challenge with our Redmine setup. We have a CSR group that needs to see all the support tickets created by any member of their group, regardless of who specifically created the ticket. As of right now, they can only see the issue if they created it themselves or are assigned to the issue. When trying to add a CSR member as a watcher, an error saying "Invalid Watcher..." shows up. We don’t want to give them full access to all tickets, but just the ones related to their group.

Ideally, the CSR team should be able to:

1. View all tickets created by any CSR group member

2. Be automatically added as watchers for relevant tickets.

We’ve explored plugins, but we’re not sure which would fit this need without compromising overall security or visibility. Has anyone else solved this problem, or can you recommend a plugin or approach?

Thanks in advance for your help!