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Edit/update access only to assignee
Posted Dec 06, 2023
My team desires that once a ticket is assigned to an agent, that agent should be the sole responsible individual authorized to update the ticket, and no other user in the system should have the ability to edit or modify that specific ticket. For example, if a ticket is assigned to me, only I can edit or update that particular ticket. No one else should be able to do it.
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2 comments
Shawna James
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Sydney Neubauer
+1 - we had a situation where Agents that had access were changing the requester on the ticket which is against our processes. If the ticket is not assigned to them, they should not be able to do that. In fact, it would be good to restrict who can edit what. Maybe they can edit fields but they shouldn't anything else on the ticket.
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