We have some agent groups that we’d like to hide as they are used for service item visibility and will never have tickets assigned to them. I have a business rule that works inside the ticket itself for the dropdown but when selecting group from the ticket list view, every agent group is visible regardless of business rule.
Being able to hide a group from the list (any list really), be it via business rule or a “deactivate” option in the group itself that hides it from the dropdown would be excellent as it would allow for retention of data in that ticket should something be needed down the road and the group has been “retired” from use in addition to my use case.
Thoughts
