5 Apr
2004
5 Apr
'04
7:08 p.m.
How then, do I allow an agent to take ownership for self but not assign ownership to others? I want agents to be able to take tickets and own them, but not be able to assign them to others. This will help prevent "pass the buck" syndrome.
Yes. 'owner' -> allows assign ownership to other agents (for existsing tickets).
Apologies. I must not be explaining myself well. Scenario: Agent A Agent B Both have access to the queue "General" A new ticket comes in. Possibilities: Agent A assigns ownership to self = YES!! Allow this Agent A assigns ownership to Agent B = NO!! This is very bad How can I allow the agent to take ownership for self but not give ownership to others. Thanks, Tyler Hepworth