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I have an issue where when a ticket is in level 2 or 3 or assigned to manager, we have reasons we want them to stay there and a over zealis level 1 tech assigned the ticket to themselves and works on it, sometimes we are waiting on the “go ahead approval” or have other factors, etc where we don’t want this to happen.

 

I have tried making custom permissions but I cannot seem to achieve what I want.

Does anyone have an idea how i can solve this?

I just don’t want level 1 agents to be able to either see or assign level 2 and 3 tickets to themselves.  My main concern which i have seen happen many times is we send a level 2 or 3 person to actively work at a site on an issue and the level 1 person just takes the ticket and starts working on it at the same time, this is something that we would like to stop.

 

When we had web help desk it was possible to make certain ticket categories or level not visable to other levels.

 

Happy Holidays ​@TCummings 9174959 juhsd,

Looking at your site and workflow, we should be able to utilize Site Option Assignment Delegations for how your Tier 1 agents are able to view/work/resolve tickets and then we can restrict their permissions so that they will only be able to see and work tickets that they or their team are assigned to.

  1. We’ll start on the Permissions level. For your Agents policy, you’ll want to remove the permission ‘Work Tickets’ and you can also remove the ‘View Ticket List Details’. This will remove their ability to view or work tickets.
  2. You’ll go to Admin > Site Options and scroll to the ‘Tickets’ section. You’ll see Assignment Delegation and Assignment Delegation for Teams. These settings will allow you to dictate what your agents will be able to do based on assignment of the ticket or team assignment of the ticket and if they are not assigned by either parameter, they will only have the permissions allowed in the permission policy.
  3. Your rules look in place for the routing to the correct agents/teams, but you’ll be able to configure those by going to Admin > Rules > Tickets

So once you remove the permissions, this will restrict their ticket access unless assigned, which should be the workflow you’re looking for. You can create a test user and assign them to the corresponding team and permission policy to confirm the correct visibility and be able to adjust as needed.

Hopefully, this information helps your workflow! 

 

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