We use Observer roles to allow agents to view, but not edit, tickets within specific queues. While this approach works as intended for ticket access, it creates an issue when an agent group is manually added as an approver on a ticket. In these cases, users assigned the Observer role remain view only users, yet they still appear as eligible approvers for the group and can be selected to receive approval requests. This results in users who should only have read-only access being included in the approval process.
We would like the ability to only show group members not observers when adding approvers from an agent group to a ticket.
