Answered

Remove agents ability to assign tickets to other agents

Is it possible to remove agents ability to assign tickets to other agents


Best Answer

Hello,


Though it is not possible to remove the ability to re-assign tickets, you can setup an observer rule to revert the change made and also alert the agent that he/she wouldn't be able to carry out the action on his/her own.


Here's how you can configure the rule :


When any of these events occur : Agent is updated from Agent ABC to ANY


And the events are performed by : Agent -> Choose agent name


Actions : Assign ticket -> Event performing agent


Send email to agent -> Event performing agent


Cheers!

1 Comment

Answer

Hello,


Though it is not possible to remove the ability to re-assign tickets, you can setup an observer rule to revert the change made and also alert the agent that he/she wouldn't be able to carry out the action on his/her own.


Here's how you can configure the rule :


When any of these events occur : Agent is updated from Agent ABC to ANY


And the events are performed by : Agent -> Choose agent name


Actions : Assign ticket -> Event performing agent


Send email to agent -> Event performing agent


Cheers!

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