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Reassign Incidents

Would be nice for agents to reassign incidents to other assignees/categories w/o giving them read access to tickets. This presents a problem as it allows agents to have visibility to potentially sensitive information, unless you impose restrictions based on category/subcategory, which can become a tedious mess.

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Comments

Stonelaughter

I have handled this using Automations based on category. i.e. If it's a HR Ticket which needs to go to IT, when HR assign it across the automation changes its category to an IT one so that IT can see it; when IT assign the ticket back to HR, another automation changes the category back.

nate.wadman

Doesn't an agent need to have read permission to the assignee though?

jlanaux

I know this thread is aged, but can someone clarify how to allow a service agent user the ability to reassign an incident to another service agent? Am I missing something? Thanks.