I did a quick search for this topic but didn’t quite understand the results I was getting. Currently, our technicians can view all our open technology tickets. This is how we want it to be. I don’t want to change anything on our Technicians side of things. We have another department that handles specific educational software and they are wanting to use our ticketing system when people have questions or issues about that software. These people are not currently agents. We do not want them to be able to see any tickets that are Technician tickets. Is there a way to allow our technicians to continue to see ALL technology tickets while allowing these other department people to see and work only tickets assigned to them specifically. Do they need to become Agents? Any insight would be appreciated.
Allow certain agents to view only tickets assigned to them??
Best answer by Emily Jones
Yes! The assignment delegation will only allow Agents to view their assigned tickets unless otherwise specified with a permission policy.
+10Thank you for submitting your question to our community!
Currently we do not have a way of defining permissions for working tickets by different ticket issues. There are a couple possible work arounds however…
- Using the Assignment Delegation site option. This would only allow agents in your site to see tickets specifically assigned to them. This would apply to all agents however so it would affect your Technicians permissions to view all tickets.
- Another possible work around would be to create a location that is used specifically for the educational software tickets. By setting up a rule you could automatically change any tickets created for this software to the location you created. You could then create a location based permission policy for the users who should only be able to view and work those tickets.
Additionally here is an enhancement idea currently in our idea exchange that relates to your post! You can upvote and comment with more specific details on this post!
I am also tagging your CSM
Please let me know if you have any additional questions!
So I think I figured out a way to do this. Let me know if my thought process is off. So we would create a model for each software. When someone creates a ticket for that specific software I would use a rule to automatically assign it to a specific agent (someone from the software dept)...then that agent can only view those tickets. I would use a different set of permissions to only allow these software agents to view those tickets - i found this process in your community.
I would not change our own Technician permissions so they would continue to see all tickets that come in. I tested with one of our technician agents this morning and changed his permission and he was only able to see the tickets assigned to him or the team he was associated with.
+10Yes! The assignment delegation will only allow Agents to view their assigned tickets unless otherwise specified with a permission policy.
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