We have a team set up called “Assistive Technology” which allows a couple specific non-IT staff members to handle tickets related to IEP/SPED devices within IIQ, when tickets are assigned to the team. These users are assigned the staff role, not agent, because otherwise they’d be able to see/work all tickets in IIQ rather than just tickets assigned to the team.
We’re seeing a few issues with using the delegated team permissions:
- Team members cannot see or create internal comments/comments not visible to requestor
- Team members don’t have the option to change the ticket’s status to “Waiting on requestor” when creating a comment
- Team members aren’t seeing all the ticket timeline items
See the below images for a comparison of what I see as an agent vs. what the 2 staff users see as a delegated team member to the ticket.
Here’s an image of our site options for delegated ticket permissions:
