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Restricting agents from viewing a ticket

  • February 25, 2025
  • 6 replies
  • 293 views
A
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Is it possible to restrict agents from viewing specific tickets assigned to another agent?

For example, we have a Safety Officer Administrator who wants principals to document any incidents that occur in the district by submitting a ticket to the Safety Officer Administrator in IIQ. However, when a ticket is submitted, all agents currently have access to view its details.

I would like to restrict visibility so that only the Safety Officer Administrator and the principal who submitted the ticket can see its details, preventing other agents from accessing it. Is this possible?

Best answer by efoxworth_iiQ

Hi ​@SGANESH 603b992 jcboe You can use the delegated assignment setting in the site options (Admin>Site Options) to ensure that your agents only see the tickets assigned to them. Here is the help article and a screenshot for how to set that up. 

Note: First, you must remove the permissions to “view, work, resolve” tickets under the permission role.

 

efoxworth_iiQ
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A

6 replies

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  • MKing_iiQ
  • Employee
  • February 25, 2025

I would recommend using “delegated access” to allow your principal and Safety Officer Administrator to see and work those tickets. Here is a great FAQ on allowing non agents to view and work tickets (The link is for Facilities, but the concept is the same) 

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As for limiting your agents from seeing those tickets, one suggestion is to create a location for your Student Safety Office, and then limit your agents from being able to see tickets for that location in the Agent policy. 

efoxworth_iiQ
JustinRaynor_iiQ
PDonahue_iiQ
efoxworth_iiQ
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​@AVillar 593279b teaneck Thank you for submitting your question. Just to clarify, are you looking to control the visibility of certain ticket types and you prefer that agents only see the tickets assigned to them?

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​@AVillar 593279b teaneck Thank you for submitting your question. Just to clarify, are you looking to control the visibility of certain ticket types and you prefer that agents only see the tickets assigned to them?

Hey Erika! - I am actually also looking to have my agents only see the tickets assigned to them. Currently are agents are able to see everyones tickets and its creating a bit of confusion for them

efoxworth_iiQ
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efoxworth_iiQ
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  • efoxworth_iiQ
  • Employee
  • Answer
  • February 26, 2025

Hi ​@SGANESH 603b992 jcboe You can use the delegated assignment setting in the site options (Admin>Site Options) to ensure that your agents only see the tickets assigned to them. Here is the help article and a screenshot for how to set that up. 

Note: First, you must remove the permissions to “view, work, resolve” tickets under the permission role.

 

A
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Hi ​@efoxworth_iiQ, correct I just want certain tickets to no be viewable but other agents if it contains sensitive information. 

efoxworth_iiQ
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Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • February 27, 2025

​@AVillar 593279b teaneck Please follow the steps for delegated permissions in order to resolve this. Thanks! 😄

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
efoxworth_iiQ
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