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Users creating a ticket, then the ticket is puting them as an agent.

  • April 22, 2026
  • 1 reply
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“Issue found, it was an old approval workflow that allowed them to work tickets and the users inquestion where accidently taking their own tickets.”

 

 

I have come across an issue, I have a small number of tickets that users are somehow creating and after they are created, it shows them as the agent and the status of the ticket is changed from submitted to in progress. They currently are all under the staff role.  I have not been able to replicate the issue and cannot find anthing in the timeline or rules that would be causing it to happen.  

 

Does anyone have any thoughts on this? 

Best answer by JDhanjal_iiQ

Hi ​@JAllen 9171fa7 rusd ,

 

I hope you’re doing great! If a Staff user is able to start a ticket which changes the status from “Submitted” to “In Progress” and eventually make them the agent of that ticket, then the policy the Staff users have been assigned to may have “Work Tickets” permission enabled. The “Work Tickets” permission allows users to work on the tickets, for example, starting the ticket. Could you please navigate to Admin > Permissions, and check if the “Work Tickets” permission is enabled in the policy assigned to the Staff users? I’ll attach a screenshot for your reference.

 If it’s enabled, you can disable that permission, and once it’s disabled the Staff users won’t be able to work on the tickets they create. If this permission is already disabled, feel free to reach out to IIQ Support by clicking on the bot icon on your dashboard. We’d be more than happy to assist you further. If you have any questions or concerns, please let me know. May you have a great day ahead!

 

Regards,

Jas

 

 

      1 reply

      J
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      • JDhanjal_iiQ
      • Employee
      • Answer
      • April 22, 2026

      Hi ​@JAllen 9171fa7 rusd ,

       

      I hope you’re doing great! If a Staff user is able to start a ticket which changes the status from “Submitted” to “In Progress” and eventually make them the agent of that ticket, then the policy the Staff users have been assigned to may have “Work Tickets” permission enabled. The “Work Tickets” permission allows users to work on the tickets, for example, starting the ticket. Could you please navigate to Admin > Permissions, and check if the “Work Tickets” permission is enabled in the policy assigned to the Staff users? I’ll attach a screenshot for your reference.

       If it’s enabled, you can disable that permission, and once it’s disabled the Staff users won’t be able to work on the tickets they create. If this permission is already disabled, feel free to reach out to IIQ Support by clicking on the bot icon on your dashboard. We’d be more than happy to assist you further. If you have any questions or concerns, please let me know. May you have a great day ahead!

       

      Regards,

      Jas

       

       

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