Disabling assignment of tickets to certain users but enable tasks

[simonadams]

Hi

 

We have a certain amount of managers who are part of teams. These users may need to actin tasks such as Change approvers etc. But we do not want tickets to be assigned to them, can this be done without preventing tasks? There are set to unavailable but tis doesnt seem to prevent it if manually assigned 

[Steve Giller]

1 hour ago, simonadams said:

we do not want tickets to be assigned to them, can this be done without preventing tasks?

Yes. If you ensure that the Managers are not in a group that supports the Service they cannot be assigned the Request, however this will not prevent them from being assigned Tasks that are linked to it.

[simonadams]

On 7/28/2022 at 10:18 AM, Steve Giller said:

Yes. If you ensure that the Managers are not in a group that supports the Service they cannot be assigned the Request, however this will not prevent them from being assigned Tasks that are linked to it.

Thanks Steve, will they still be able to open up the ticket itself and view as per an analyst if they are not in the 'said' queue for that request? (apols for tardy response) 

[Steve Giller]

If they don't support the Request they won't see it by default - you'll need to add them as a Connection or a Member (this can be automated) depending on what level of interaction you require.