As a Service Desk Admin I would like to be able to restrict Customers from adding Agents to Requests as Participants

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    • Type: Suggestion
    • Resolution: Unresolved
    • None
    • Component/s: None
    • 3
    • 3

      Problem Definition

      When a Customer adds an Agent to their request as a participant, that agent is subsequently treated as a Customer for the purposes of triggering SLAs with events like "Comment: for customer"

      Suggested Solution

      Implement a way to restrict Customer's abilities to add Agents as Request Participants, or, treat Customer-added Agents differently in some other way to avoid this problem.

      Workaround

      Ask Agents to manually remove themselves from being a Request Participant before acting further in order to have their events be fired/processed as intended.

        1. automation-remove-assignee-from-rp.jpg
          110 kB
          ferrari

            Assignee:
            Unassigned
            Reporter:
            Russell Stadler (Inactive)
            Votes:
            35 Vote for this issue
            Watchers:
            22 Start watching this issue

              Created:
              Updated: