We have a Business Rule that hides the Closed status from our agents. The problem is that when an agent tries to view a Closed ticket, the status changes to Open because they don’t have permission to see the Closed status. We’d like our agents to be able to see Closed tickets without being able to close tickets themselves. We have a supervisor rule that automatically closes tickets in a resolved state after 3 days.
New Idea
Allow agents to see Closed tickets without having permission to close tickets themselves
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