Creating an agent with access only to software tickets

  • 5 December 2022
  • 3 replies

I’m trying to make it so an agent of ours has access to all tickets for a specific software we use, but tickets within our organization are linked only to physical locations.

Is it possible to make this kind of role for an agent, or would we have to only have them listed as a follower on said ticket?

3 replies

Userlevel 7
Badge +10

@CWhite 1939a71 demo Thank you for submitting your question. 

There is not a role permission to give them. However, you can create a “software team”, which you could assign the team (via rules) any software ticket that comes in. Your team can have only 1 person on it too, if needed. 

Here is the guide to create teams for your reference: 


Is there then a way to make it so that the agent only sees the tickets for his team and doesn’t have access to tickets from other teams?

Userlevel 7
Badge +10

@Patrick These things are called delegated permissions, which would let your teams only see what we assigned to them. However, if they have agent permissions to see all tickets at a location, they can still see the tickets. 

Here is an idea to upvote about adding permissions to teams, which would give you the option to set the permissions for the team to only see it’s tickets:

I hope this helps 😄