Creating an agent with access only to software tickets

  • 5 December 2022
  • 1 reply

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?

1 reply

Userlevel 4
Badge +8

@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: