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How can one assign a child task to a user who is not set as an agent in FreshService?

  • July 16, 2021
  • 3 replies
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M
Apprentice
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Hi there

How can one assign a child task to a user who is not set as an agent in FreshService? (The user will still be part of company with a standard AD account).

Thank you.

Best answer by zachary.king

End users must be “Agents” to utilize tasks. “Requesters” do not have access to this functionality. Though they can see tickets in the support portal, they do not have agent level functionality over freshservice. Hope that clarifies things. :)

 

zachary.king

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zachary.king
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  • zachary.kingTop Contributor ⭐
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  • July 26, 2021

Hello @manuplusplus if the user is not an agent in freshservice then you wouldn’t be able to assign them a freshservice task. They would need access to the platform to compete the task.

- Zach / ITOps Supervisor - ITSM
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  • manuplusplus
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  • July 26, 2021

Hi @zachary.king our users have access to FreshService (they can see tickets). Is it possible to assign them a task without their being an agent?

Thanks.

zachary.king
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  • zachary.kingTop Contributor ⭐
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  • Answer
  • July 26, 2021

End users must be “Agents” to utilize tasks. “Requesters” do not have access to this functionality. Though they can see tickets in the support portal, they do not have agent level functionality over freshservice. Hope that clarifies things. :)

 

- Zach / ITOps Supervisor - ITSM
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