Service Desk Practitioners Forum
cancel

restricting users moving service calls

Highlighted
BurberryIT
Valued Contributor.

restricting users moving service calls

Im having this one issue with incidences of people assigning calls directly to people within the teams that I manage. All they need is to receive their calls and resolve accordingly.

How can I remove the ability of anyone except myself from being able to assign calls to people in a queue?

thanks
4 REPLIES
Julio Somilleda
Super Contributor.

Re: restricting users moving service calls

Hi,

You can disable the write access to Service calls for the a specific role. Go to System->Security->Access->Role and then select the role you want to restrict and then in the details for Service calls select "modify when assign to user".

Good luck
Julio
Craig R Taylor
Honored Contributor.

Re: restricting users moving service calls

I would suggest using folders. So you would have your workgroup in one folder and the other users would not be able to see into that folder. The service call itself would be in public folder and available to anyone.

I hope that makes sense.
You can observe a lot just by watching. - YOGI BERRA
BurberryIT
Valued Contributor.

Re: restricting users moving service calls

Thank you Both for the reply.

Sorted the problem out. Had to make another plan, I already have a couple of Roles defined. And would cause a problem with Oversea users if i redefine the whole role structure.

Thanks again.
Regards
Daniel
BurberryIT
Valued Contributor.

Re: restricting users moving service calls

all sorted with above comment.

Regards
Daniel