Forgive me if it already is planned for this functionality, but I would like to suggest the following:permissionsAllow for a greater degree of control via roles to administration functions. I have an org of 40k active people. We really only need a simple ticketing system, which is why we chose OST(simplicity by default paired with dynamic complexity).I can't setup help topics/forms/teams/etc myself for each group that's out there. I would like to train an admin for every n number of people and have them apply the structure to their functions. Right now I have to choose Agent or Admin. So, either too little or too much, much of the time.Users and AgentsRight now users are not agents and vice versa. What I mean by that, is that I cannot create a ticket for an Agent as the "user". Well, I can but only if I create a user account for that person. But to OST, they aren't the same person/account. They are separate.So, I have been using OST as a ticketing system for productivity. Instead of emailing eachother to ask to do things. We use tickets. And we love it. If I need to have a firewall port opened, I create a ticket with myself as the customer and assign it to my sys admin team. If I find an issue that needs a Payroll analyst, I do the same(assigning accordingly, of course).I would love an option that would allow OST to consider all Agents as eligible assignees for ticketsI can propose simple database modifications that would accomplish this through entity specialization
