Can you restrict form elements from certain agents?

I have a scenario where there are 5 agents who communicate with customers, but I also have 10 additional agents to contribute to resolving customer issues.  Is it possible to configure issue screens so the contributor agents cannot see the 'respond to customer' tab in a ticket and can only write internal comments?  And in the same vein, can the 5 agents mentioned above view both 'internal comment' and 'respond to customer' tabs?

1 answer

1 accepted

0 votes
Jack Brickey Community Champion Jan 13, 2017

if the 10 additional resources need to indeed be agents in the sense of assigning issues to them to resolve then no. If, however, the 10 are simply resources that collaborate w/ your 5 agents by adding comments and being able to view then you can give them browse/comment capabilities only.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,975 views 12 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot