Hi there,

I've been playing a little with departments, roles, and teams. I came up with a conclusion that I could not confirm throughout the discussions of this forum, so I wanted to check with you guys if it was correct:

The role that is defined for an agent in a department (primary or extended access) will dictate what the agent can do (ie. permissions) with tickets assigned to that department. The agent will not see tickets linked to departments he/she does not belong to, unless he or his team is assigned to them.
Teams allow for grouping agents who don't necessarily belong to the same department together (as defined here). The role defined by an agent's primary department will dictate what he/she will be able to do with tickets that are assigned to (one of) his team(s) when tickets are linked to a department which he/she does not belong to.

I am mainly trying to affirm the bit in bold, the rest is more introductory.

What do you think?

Julien

@JuVDC

You are correct. When a Ticket is assigned to an Team in which they don't normally have access to, each Agent in the Team will have the access of their Primary Department's Role unless the Fallback option is Disabled in their Access tab. If an Agent does not have the Fallback option Enabled they will have View Only Access:

I hope this clears things up. Cheers.

    KevinTheJedi It does clear it up, thanks!

    I would guess then, that if a member of the team would claim the ticket, then all other members of the team would lose visibility on the ticket, correct? Would there be a way for the team to keep access to the ticket?

      @JuVDC

      Not exactly, a Ticket can be assigned to an Agent and Team at the same time. So the Agent would claim and Team would still be assigned.

      Cheers.

        @JuVDC

        No problem! If you need this topic re-opened please let me know.

        Cheers.

        KevinTheJedi changed the title to [Resolved] Agents role defined by teams.
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