Admins require the ability to assume the identity of agents, regardless of their membership in a restricted group. This capability allows for effective troubleshooting, auditing, and role management, ensuring that the ITSM team can maintain operational efficiency and flexibility tailored to the organization's specific needs.
New Idea
Ability To Assume Identity of Agents Part of a Restricted Group
+7- Top Contributor ⭐
Sorry but I disagree. The whole purpose of a restricted group is that you shouldn’t have access to that data.
For troubleshooting, you can test using another agent in the production environment, or unrestrict the group in the sandbox. If you feel the issue is with the restricted group then create a restricted group just with your admin.
As to auditing and role management, that shouldn’t be your role if you aren’t a member of that group, it should fall to a senior member of that group.
+8- Top Contributor ⭐
I would love to see this ability in order to verify permissions set are working as designed. As one of the managers for our freshservice instance, many times I’ve learned from an agent that access I thought they had isn’t in place. Yet we’d been setting out instructions and processes for some time that assumed they had the access. Yes, failure on their part for not speaking up sooner that “XYZ isn’t available to me” but would be simpler if we could actually SEE what they are seeing as we adjust permissions.
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