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Hi there, 

I am facing an issue that I am not sure how to solve after trying many different ways, especially with roles.

For instance, we have created many scenario automations in Freshservice and they are all available for agents in group ‘Whatever name’. Now, we have add ‘Matilda’ as observer of this group (she is not part of this group) so she can see reports, tickets, etc from this group ‘Whatever name’. 

The problem comes when Matilda has her own scenario automations available only for herself, but now because she is an observer of the group, she can also see and use the group’ scenario automations. How can we stop Matilda from having available the group Whatever name scenario automations?

I hope I explained myself, if you have any suggestions will be really appreciate it.

Thanks in advance.

If Matilda's access to scenario automations is a primary concern, an alternative approach is to create a separate group designated for automation access. While Matilda cannot be removed as an observer from the current agent group, her inclusion grants her visibility to scenario automations. This issue is likely to extend to other modules, such as canned responses and reports.

A recommended solution is to create a new group (e.g., whatever name Agents) and include all relevant team members except Matilda. This group can then be assigned the appropriate visibility permissions for scenario automations and other configurations. The original group (whatever name) can continue to be used for ticket assignment. This ensures that while Matilda will still have access to group tickets, her visibility of scenario automations will be restricted.

Thanks so much for the answer, we will explore possibilities from there.

Have a nice day.

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