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HR Help Desk agents should not be able to create requests from the Agent UI

in Help Desk

Summary:

We have a requirement where a specific group of HR Help Desk agents should not be able to create requests from the Agent UI. Only a designated group of agents should have access to the “Create Request” option.

Content (please ensure you mask any confidential information):

Hi Experts,

We have a requirement where a specific group of HR Help Desk agents should not be able to create requests from the Agent UI. Only a designated group of agents should have access to the “Create Request” option.

We attempted to control this using custom roles by modifying Next Gen Agent role and privileges, but it did not work. The Next-Gen Help Desk User role is still allowing users to create requests from both the “My Help” page and the “Help Desk Request – Agent” page.

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