Help with private issues and monitoring by other users

[joelgb]

Hello,
I am looking for some configuration guidance. We use Mantis primarily as a helpdesk ticket system. our "developers" and "administrators" are our IT members that pick up tickets submitted from "reporter" end users.
Generally/historically we want to stop user A from seeing user B's tickets (or any one of the other hundreds of users), so we are set up to create tickets as private. We do this in our config_inc.php $g_default_bug_view_status = VS_PRIVATE;

But now we also would like SOMETIMES be able to add a user to see another user's tickets (which is opposite of current behavior). We've tried adding users to the Monitor list, but the user does not see this in their list, nor can they access the issue directly/by URL (they get "Access Denied" error).

We are running MantisBT 2.27.0.

I've searched and found ticket #33404 https://mantisbt.org/bugs/view.php?id=33404 but do not understand if what we want to do is possible or not?

Is there a different way we should be doing this vs. using all private notes?

In case it helps, here are some of our current settings:

in Manage -> Configuration -> Workflow Thresholds
Monitor an issue: viewer is unchecked, all others (reporter, updater, developer, manager,administrator) are checked.
View Private issues: only developer, manager, administrator are selected
View other users' issues (if not set, access will be limited to issues reported, handled, or monitored by the user): all are checked.

Thank you for any help/ideas.
-Joel

[cas]

Sorry, this will not work. You could make theticket public to overcome the problem.

[atrol]

I would not use private issues for that.
Use "View other users' issues" but enable just for developers and above.