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Allow tickets to go through to the agents


is it posible to decide if a ticket is allowed to come thrugh to the agents?

For example:

Employee A write a Ticket to the IT-Department and his/her manager decide if this ticket is allwoed to be send to the IT-Department or not. First when the manager approve the ticket to go through, then it will be showon as a issue.

Is there any way to achieve that?

Many thanks


1 answer

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Answer accepted

Hello @Taha Sif Eddin,

Welcome to Atlassian Community!

When users have permission to access Service Desk and they are added as agents to a project, they will have permission to see all tickets.

There are two workarounds to prevent agents to see some tickets. 

1 - Issue Security: managers would be able to change the security of the ticket if they approve or use automation rules to change that, but this feature is currently not available on Cloud Free plan.

2 - Use custom fields: you can use the workaround of the article below that works for Classic projects.

Hope this helps!

If you have any other questions regarding this matter, please let us know.



Like Angélica Luz likes this

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