Agents restriction to view SR

Summary:

The client requires that service requests (SRs) be accessible only to the agent who is actively working on or assigned to the SR. Other agents should not have access, as this may result in unintended sharing of SR content. This restriction should be applicable across all service requests and not limited to a single case.

Employees may continue to respond to the SR as usual. However, when additional agents are added as part of a team or resource group, they should not be able to view the complete SR content or conversation. Instead, visibility should be limited to specific sections or blocks of the SR that the assigned agent explicitly chooses to share.