For the “GeneralAgents” you can grant rights at the global group level Admin->Global->Group rights
Then for the “FinanceAgents” you can grant rights at the queue level for the one queue they should be able to access Admin->Queue->Some Queue->Group rights
Thanks for reply
I did almost all, but there are a use case not reached:
I assigneed the role of Privoledged to then ones are in FinanceAgents group becouse they have to manage tickets
Doing this, they cannot see their ticket open, or better, I don’t know how to let them see the Ticket-> Open and Ticket -> Closed visible to all unpriviledged users…
How can I do?
Many thanks
finance Group can use only a subset of available queues (ok)
so they can open tkt on 2 queues and manage and solve tkt of only one queue (ok)
what I miss is allow them to see in one place/form their own tkt, exactly an unpriviledged user can do. For queue-1 they can open tkt but other agents solve, but all tkt opened has to be collected…(Ko)
I’m sure I’m wrong in a config section…