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Access Restriction on ticket type

Hi ,

We have 3 ticket type(Let say T1, T2, T3) out of which we want end user employee can only create 2 ticket type(T2, T3) and also can search only these 2 ticket type under "Employee support" work center view, for this I created a code list restriction and it works when user creates new ticket, but problem is that when user go and search then he is able to search all 3 ticket types in "Employee support" work center view. Can anyone let us know how can I restrict the certain ticket type should be displayed to employee?

I created the business role and assigned the CLR then it works for creation. I tried using access restriction tab and "field and action" tab but don't know exactly which condition will work. Kindly help.



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1 Answer

  • Posted on Jul 21, 2016 at 04:13 PM

    Hello Saurabh

    I believe you can use the Ticket Routing Rules to achieve your goal. Could you check the file "Configuring Ticket Routing Rules" under the help center from your system? Using this functionality, you should be able to restrict the access to the tickets, based on the Territory.

    Best Regards

    Gabriel Brage

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    • Former Member Suman Saurabh

      Hi Suman,

      Could you please provide little more details:

      What do you mean by :

      1. You cannot restrict visibility of Tickets unless you have specific access restriction (based on Service Units, Employees, Territory etc.).

      2. One suggestion could be to restrict the visibility of tickets based on assigned service units.



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