Staff and User Conflict

[MandoMercs]

Hello, I have been a user of SimpleDesk for a number of years now and we love it. The only "issue" we have never been able to sort out is Users being "Staff" in one Department prevent them from seeing their tickets as a "User" in another Dept.

I have read every post I can think is relateable, and tried the suggest code fixes with no luck. I have actually set up a brand new SMF forum with a fresh install of Simpledesk 2.0 to attempt to track my problem down.

SMF: 2.0.19
Simpledesk: 2.0
PHP: 7.4

Scenario: We run a forum with multiple "teams" and we want to be able to have members as Staff in some Departments but be Users in others. Currently if they are a Staff member in any deptartment they lose the ability to see their own tickets in any other dept as a User.

This is how I have set up the roles, ensuring I linked them to SMF membergroups.


They are just duplicates of the template User and Staff role.

This is how I have set up the departments.



As a "Helpdesk User" only I submitted a ticket to both departments, and they show as expected.


When I check the Deptartment View is correctly shows 1 ticket in each department is visible.



Once I assign the "testing" user with the "3_CTO_Team" membergroup they become "Tech Staff". At which point they only see the Tech Tickets


When I now check the department view the previously visible ticket in Supply is no longer visible.


I followed the instructions in another thread and checked the users permissions, and it shows what I think I expect.

For "Tech" the profile is picking up they are both a User and Staff, and the elevated Staff permissions "win".


For "Supply" the profile is picking up the Helpdesk User permissions as I also expect (so they can view their own tickets in a dept they are not staff)


I have also already applied the "code correction" as found in this topic/message.
https://www.simpledesk.net/community/index.php?topic=1296.msg11504#msg11504




I suspect there is something really silly I have been overlooking, or I am fundamentally missing the concept of what I am trying to achieve (i.e. I am also being silly); but I have been at trying to get this set up working correctly on and off for a few years now, and if I can crack it then the quality of life improvements for our userbase will be immense.

Thank you for the great product and support.