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

You can't restrict a ticket form to a group or set of groups. Instead, create a trigger to detect any ticket create or update where the assignee uses a ticket form their group can't use.

Apply the same logic to prevent agents who select a ticket form for a different brand. In this case, assign each brand to a specific group, then limit each group to that brand's forms.

For more information on ticket forms, see Creating multiple ticket forms.

To create this workflow:

1. Create a new trigger
2. Add the below conditions under Meet ALL of the following conditions:
   • Object > Ticket > Group | Is | Your agent's group
   • Object > Ticket > Form | Is | Your form

3. Add the below conditions under Meet ANY of the following conditions:

   • Object > Ticket > Ticket | Is | Created
   • Object > Ticket > Ticket | Is | Updated

   

4. Add the below under Actions:
   • Object > Ticket > Form | (default form)
   • Other > Notify by > User email | Ticket > (assignee)
   • Add your custom Email subject and Email body to inform the assignee that they can't use the selected form
5. Click Create trigger
   

For more information, see Creating and managing triggers for ticket updates and notifications.