Disallow Agent from seeing all Tickets

Annevar Media, LLC shared this idea 5 years ago
Completed

This is a complicated request, I realize this, and I will explain the use-case as best I can. At the very root of this, is that we would like to disallow one agent from having access to tickets we do not want them access to.

Maybe this would be associated with Responsibility, but I think it would be good if it were based on Department and maybe should be managed via the Ticket Rules interface.

Comments (4)

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Could you please explain the purpose of this feature, as from use case it's not clear why it's required?

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Due to several requests in tickets and votes here, we plan to integrate this feature for 4.0 version.

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For external Sub-Agents, very good! Only see own tickets... great idea!

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We have added "Tickets Visibility" by Groups that is available in Enterprise package. Now you can set visibility within groups, where responsible, no group and no access to the tickets. Groups can be accessed in Administration - Roles & Groups