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Similar Ticket restriction issue in C4C service ticket

Oct 10, 2016 at 04:13 PM

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Hi Guys,

We have similar ticket search option in C4C service ticket, I want to restrict the search based on the territory, i.e. Agent assigned to different territory should not able to search the tcikets from others territory. Kindly advice.

Regards

Saurabh

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2 Answers

Gabriele Bodda
Nov 23, 2016 at 07:03 PM
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Hi Saurabh,

Similar Ticket respects access restrictions. So if you have restricted the business role of your agents to only see tickets in certain territories, they will also be able to search only across similar tickets in the same territories.

Kind regards,
Gab

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Saurabh Shrivastava Dec 12, 2016 at 05:06 PM
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Hi Gabriele,

Can you please explain steps in little more details ? how can I set the restriction to agents to search only those tickets associated with their territory?

Thanks !!

Regards

Saurabh

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Hi Saurabh,

Access Restrictions are defined on business roles. Open a business role (e.g. service agent, you may need to create a role if you have not defined any), and in the role details you will see a tab "Access Restrictions".

There you can define which "access contexts" should be restricted: for example, in order to restrict Tickets you need to restrict all workcenter views with access context "5 - Customer Service". Once you define a view as restricted, you will have to select a restriction rule, which is where you will be able to say that users should only see tickets in their Orgs or Territories.

Please see the Admin guide to understand this topic in detail.

Kind regards,
Gab

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