+4Is there a way to prevent anyone outside of a team from resolving tickets assigned to that team?
For example we have a set up for agents to submit a subticket assigned to the “Reimage Team” when they need to reimage a device but we do not want the agent to have access to closing out the subticket unless they are in the “Reimage Team.” Is this possible?
Best answer by AHolley_iiQ
Hi
Note: First, you must remove the permissions to “resolve” tickets under the pertinent permission policy.
Next, you would choose the “Resolve Ticket” option in the “Assignment Delegation for Teams” setting. This will allow only assigned team members to close a ticket. Hopefully this helps, but let me know if not!
Thanks,
Ashley
+10Hi
Note: First, you must remove the permissions to “resolve” tickets under the pertinent permission policy.
Next, you would choose the “Resolve Ticket” option in the “Assignment Delegation for Teams” setting. This will allow only assigned team members to close a ticket. Hopefully this helps, but let me know if not!
Thanks,
Ashley
+4Will this prevent agents outside of the team from closing any tickets that are not assigned to that team?
What I mean is we want agents to be able to close any tickets, except for the ones assigned to the “reimage team.”
+10Hi
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