Dear kevin,
I have issue when my agents try to create new ticket as an agent the face an issue with access denied but after while the ticket was created successfully.
Every time create new ticket the issue was the same (Access Denied).
Any help Please

  • KevinTheJedi replied to this.

  • kjamal

    Then that doesn’t quite make sense. Are they limited to only Assigned Tickets? (Admin Panel > Agents > Agents > click on an Agent > make sure "Limit ticket access to ONLY assigned tickets" is unchecked)

    Also, are you sure they have Primary or Extended Access to the Ticket's Department and not just access to a Child Department or vice-versa?

    Just to note, they should never get an "Access Denied" message after creating a Ticket if they have their Profile's Reply Redirect setting to Queue as it will never try to open a Ticket post-creation; only if the Agent manually selects a Ticket.

    Cheers.

      kjamal

      They are creating a Ticket in a Department they don’t have access to. You can either give them access to the Department so they can view the Ticket or have them go to their Profiles and set their Reply Redirect to Queue instead of Ticket.

      Cheers.

        Dear Kevin,
        There profile already are replied to queue and they are have access to the department that they create ticket ,Is there any suggestion .
        Best Regards

          kjamal

          Then that doesn’t quite make sense. Are they limited to only Assigned Tickets? (Admin Panel > Agents > Agents > click on an Agent > make sure "Limit ticket access to ONLY assigned tickets" is unchecked)

          Also, are you sure they have Primary or Extended Access to the Ticket's Department and not just access to a Child Department or vice-versa?

          Just to note, they should never get an "Access Denied" message after creating a Ticket if they have their Profile's Reply Redirect setting to Queue as it will never try to open a Ticket post-creation; only if the Agent manually selects a Ticket.

          Cheers.

            Dear kevin,
            Unfortunately the tick that you mention above is unchecked also he have custom admin role on his department and view only permission on ticket department So I update them permission to custom role to create ticket on ticket department .
            Now I'm monitoring them after every things going to ok I will let you know .
            Many thanks .

            Best Regards

            Dear Kevin,
            I want to be know I follow your instruction and give permission ticket department to the agent and the issue was solved but for your information I edit the agent profile and I find it's by default in ticket selection not queue and the ticket creation was successful so I think there is no need to select queue .

            Best Regards

              kjamal

              Yes that’s only if they don’t want to view the Ticket after creation or they don’t like the access denied messages when creating a Ticket in a Department they don’t have access to. If they have access to the Department with a Role that allows Ticket Creation then leaving it as Ticket will be totally fine.

              Cheers.

                Write a Reply...