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Agents with 'Tickets in agent's groups' access rights have no user creation / update options
Publication le 04 oct. 2024
We've got several departments and these departments can't have access to each other tickets, because of privacy / AVG reasons.
Because of this, we've set the access settings for our agents on ‘Tickets in agent’s groups'.
This setting has several unexpected consequences:
- Agent can't create an enduser
- Agent can't change an enduser
- Can't change it's name
- Can't add a phone number
- Can't change the language
- Can't add a company
- Can't add tags/details/notes
This is a problem in several cases.
- Not changing a endusers name results in every macro with requester.name will give the wrong name.
- When using dynamic content, it uses the incorrect language, since the agent is unable to change it. So the customer receives a message in the wrong language
Why is an agent unable to change any user field when using this setting? Even if the enduser has tickets only in groups of the said agent.
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2 commentaire
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Chloe Wildman
Commenting in support of removing the linkage so "only my groups" access can coexist with end-user creation. We have a small team that is delineated into subgroups – for example, 2 of our staff members (call this subteam 1) manages one application with 6000 users, while the rest of the team (subteam 2) manages several other applications and systems with a more concentrated user base that doesn't always overlap with subteam 1 userbase. It doesn't make sense to give agents in subteam 2 access to all tickets, as that would cause quite a bit of clutter due to the userbase size of subteam 1. However, agents in either subteam might need to create a ticket on an end-user's behalf, and that end-user might not exist in the system yet. Currently, unless they have access to all tickets, they won't be able to do that.
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