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Kindly Assist with the configuration guide of how make each agent to see and work on issues assigned to them only.

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Jack Community Leader Aug 28, 2020

Two options to consider:

Hi Jack 

 

Thanks for the feedback. Let me run you through what i want to archive. We need service desk to manage all internal departmental requests i have created departments with types of issues with appropriate assignee for each issues at the back end i noticed all agent cam see all raised issues which suppose to confidential each department agent need to see only issues assigned to them. 

Hope to hear from you soon 

 

Thanks 

Jack Community Leader Aug 28, 2020

Understood but I think my previous response still applies.

If the agents that service each department are different then consider multiple projects. For example, I have three projects in my company: HR, IT, and Facilities. While I could have used a single projects I chose separate projects for two reasons:

  • different agents - keeps things a bit cleaner
  • some potential for confidential info (HR scenario)

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