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Propose Incident for Answer form

Received Response
edited Apr 3, 2020 8:23PM in Agent Desktop 3 comments


Contextually hiding Propose Incident for Answer form


As a security measure, we have a specific queue where incidents can only be viewed by agents in that queue. Using workspace rules and conditional sections on Message Templates we can hide the incident details if an agent outside of that queue attempts to open the incident. This is needed e.g. if they were to even forward or print/view the incident.

The one feature we can't seem to block is the agent's ability to propose the incident as an answer. When that happens the form displays showing all of the incident details. Looking for suggestions on how to prevent this form from showing short of removing the ability for agents to propose incidents as answers.

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