Default Permissions For Agent Role

@CLamb  - I have reached out to your CSM regarding the transitions to the new permissions. 

With the older version of permissions the default global polices options should not have changed. Here is a screenshot of the older version with those ticket options disabled.  

Thanks so much for clarifying that @Hannah Bailey. It’s been several years since we implemented iiQ, so I wasn’t sure what the defaults were! We must have known that, because we also have a Custom Agent policy specifically for our techs. 

-Chris

@CLamb 

I had to look back to my documents when I first started 3+ years ago to find the default policies 😁

What i think happened is you created a custom agent policy in the old version and mapped it to be the agent default policy. But I have let your CSM known about migration issues. 

@Hannah Bailey,

The screenshot you included in the Enhanced Permissions KB article matches what our Global Policy was converted to. I don’t think the conversion team missed anything. Our customized Tech policy was also duplicated so we haven’t had any issues.

I am getting around to changing all of our permissions to utilize the new additive “Policies” so I wanted to make sure our defaults were indeed the defaults and build onto those for our specific needs.

Over the years, we have had to make several people “agents”. We will soon be removing all those folks and just including them in the individual “Roles” they need.

Thanks for all the clarification. I’m pretty sure I’m good to move forward.  

-Chris