HRHD: Controlling Service Request visibility for Agent based on Queue

Summary

HRHD: Controlling Service Request visibility for Agent based on Queue

Content

Hi All,

Client has requirement to restrict the service request visibility to agent based on the queue they are member of.

Eg: Agent 'A' is member of Queue Q1 & Q2. While Agent 'B' is member of Q2.

Agent 'A' should be able to view all the SRs available in Q1 & Q2

Agent ' B' should be able to view only SRs available in Q2

Has anyone worked on such requirement. Can anyone please suggest me how we can achieve this?

Thanks,

Hinal

Version

21B