Hi ​@esam ,

I would consider utilizing “delegated permissions”.  This allows teams to only view tickets assigned to them, or individuals who have tickets specifically assigned to them.

Thanks for that. And it is product specific so that works perfectly. Thanks

​@esam Thank you for submitting your question to our community!

Glad ​@svanassche_iiQ2 was able to get that for you! Nice job Scott! 

Just to clarify, if I wanted a person to have access to all tickets, they would need to be in all groups if these permissions are applied?

Thanks

​@esam Yes, however, you can still create a permission policy for a user, they just would need to be in a different role than “agent.” 

Thanks again. I appreciate the help. I opened a support ticket about this and the response was it could not be done and to submit an idea request. This was much more helpful.

Hey ​@esam ,

I am going to speak with your CSM and have them reach out to you and get some more details and also provide some additional support on this.  This is all great feedback!  Happy Holidays!

Do these permissions impact the ability for an agent to edit the subject? When they try to change the subject, nothing happens. No error, but it also doesn’t change.

Thanks

​@esam In the permission policy do they have the permission option “work ticket” enabled?

They will need this to be able to edit the subject line. 

​@Hannah Bailey I have ticket.work selected in Site Options | Assignment Delegation. 

I removed it from the permissions as noted in the FAQ.

The agent who is reporting the issue is in the team that is assigned the ticket but the ticket is not assigned to the agent if that impacts things.

Thanks

​@esam 

Thank you for providing the additional information. I can replicate the same issue. It’s strange because I am able to perform all the other actions in the “More” dropdown, except for “change subject.” 

I would suggest submitting a support ticket so our support team can take a further look into this.