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Issue with Team list and agent list in service ticket

Mar 09, 2017 at 01:35 AM


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Former Member

Hello Guys,

We are implementing customer service support and using org unit for team/queue, now in ticket we need to restrict the list of Team and agent based on org unit when "Assign To" button is clicked. for exa: We have around 15 country org unit as a team/queue and if Agent is assigned to UK queue then we want that agent to restrict so that he can assign the ticket to only France and Swiss org unit (team/queue) not other. Similarly for agent list, it should display only the list of agents(employee) assigned in the org unit of current agent.

I tried using access restriction with rule 99 but couldn't succeeded. I don't know if I used it correctly.

Please see the screen shots and help. Also advise if I can achieve the same with some other approach.





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access-2.jpg (167.6 kB)
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