Caleb Strawn

Adding another need for this workaround as well! Here's how I explained our situation in a support request:

Instead of limiting an agents ticket access by what's relevant to the agent (group, org, etc.) I'd like to be able to limit access to tickets by what's NOT relevant to the agent. 

Example: 3 Agents: A, B, and C. A is assigned to groups 1 & 2, B to 2 & 3, and C to 1, 2, 3, & 4.  We need to set up Agent A to be able to access tickets in groups 1,2 (and 3 if needed) but not 4 (in any case). Specifically, the issue here isn't Group 4 tickets, it's Agent A's ability to access tickets in group 3 without actually adding them to that group because they aren't organizationally part of that group.

Here are the top 2 solutions that come to my mind:

1) to set Agent Permissions based on ticket fields not Agent fields(Groups). Or, maybe better,

2) create Ticket Field - Value Permissions, when setting up the ticket field, you can assign Agents or Groups who CAN or CAN'T view tickets with a specific value in a ticket field. 

I'm sure that's easier said than done though. I'm hoping there's some kind of solution in the near future!