Allowing Certain Users to Only See Specific Tickets

Question

Goal: To allow our accounting department to only have access to tickets with fees without letting them access other non-fee tickets. Also to not change any visibility for our other agents.

Would this work? If I created an accounting team with a permission policy that does not have any ticket permissions checked. Then created a rule that once a ticket is updated with the amount applied filter set to greater than zero it will perform the action of assigning the ticket to the accounting team. Would this allow accounting team members to view only the tickets assigned to them without accessing any other tickets?

Emily Jones · Answer

Thank you for submitting your question to our community! 😄 @Meganr

I just tested this out and it looks like it will work! However you may need to use a different filter in the when updated rule such as a resolution action update or even a tag update. Meaning someone would need to add a resolution action such as “Escalate” or a tag such as “Fee Added” to the ticket if a fee is applied, then the rule would update the ticket to assign to your accounting department.

Also ensure the Assignment Delegation for Teams site option has View, Work, and Resolve added!

Let me know if you have any further questions!

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