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?
+12
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?
+12
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 😄
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