Permission option to close other tech ticket
Currently there is a permission option to view other technician ticket but there should be an additional permission (on and off) for a technician ability to close tickets that don't belong to them.
SLA, time entry and CSAT are linked with ticket owner and tech should not have the ability to close ticket on behalf of another technician. Only team leader or Admin should have this ability. We want all our tech to view all tickets, as when a customer calls and if the tech is not available, they can provide update to client. But technician should be restricted from closing other technician's ticket.
5
votes
Sandeep H - Cogenesis
shared this idea
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kim Bassett
commented
This would be very important if I start building out Help Desk Staff in a tiered format. Thank you for the find, Sandeep!