Can I restrict a ticket form to agents in a specific group?

Question

Can I restrict a ticket form so that it can only be used by agents in a specific group?

Answer

There is no way to restrict the ticket form to a group, or set of groups.

Alternatively, create a trigger to identify any ticket update where an assignee attempts to use a ticket form which they are not allowed, based on their group.

Use this same logic can to prevent agents from using a ticket form that belongs to a different brand. In this case, each brand would be supported by a specified group and these groups would then be restricted to specific brand's forms. 

For more information on ticket forms, see the article: Creating ticket forms to support multiple requests types.

To create this workflow 

• Create a new trigger
• Add the following conditions under Meet ALL of the following conditions:
  • Ticket: Group | (agent's group)
  • Ticket: Form | (form name)
• Add the following conditions under Meet ANY of the following conditions: 
  • Ticket | is | Created
  • Ticket | is | Updated
• Add the following actions under Actions:
  • Form | (default form)
    
  • Email user | (assignee)

In the body of the email notification, inform the assignee that they cannot use the selected form. 

For more information on creating and managing triggers, see the article: Creating and managing triggers for ticket updates and notifications.