We’re working through a process issue here, and I’d like to see what everyone here thinks. We have some agents that regularly add a lot of followers to a ticket, as input from several departments might be needed. Most of these followers have Faculty permissions.
The followers can reply to the notification emails to add comments. If they try to view the ticket, however, they can’t. I am thinking this normal, since the faculty user does not have permission to view all tickets, correct?
The only way I can think of to allow those faculty users to add comments from inside IIQ would be to either make them an Agent, or assign view and edit rights to individual users.
How do y’all handle this scenario? I’m open to suggestions. :)
Best answer by Hannah BaileyView original