Agent Role Cannot See General Queue Anymore ST13
Problem reported by Jonathan Garber - December 7, 2017 at 10:25 AM
Not A Problem
Before upgrading to ST13 our Agents (Agent Role) could see the general queue and pick/pull tickets to work on. This is no longer the case in ST13. I have found the only way to let them see the queue now is to assign them the Manager Role.
Any chance of patching this so Agents can go back to seeing the general ticket queue?

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Eric McCarthy Replied
Employee Post
Go to settings/departments and select the department that you want everyone to be able to pull from and check the setting "Allow all agents to see the contents of this department." Doing this will allow your agents to see tickets in the queue for that department, even if they are not members of it. If you have this option unchecked, only members of the department can see its items in the queue.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278

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