cuongduong
This is simply how the logic works. We check the assignment limitation in the Staff::isAvailable() function. You can always modify the code to your liking however you should always be very careful as it could have unintended consequences. Essentially you will proceed at your own risk.
You could instead create a single Department specifically for Agents that you don’t want to see all Tickets and then disable the limit access setting for the Agents. This way they would only be able to see Tickets in that one Department (which should be zero) and they can still be assigned and re-assigned on reopen.
Cheers.
