Can Analyst be limited to just some incidents with a specific Category?

Vik Member IT Monkey ✭

August 2021 in Analyst Portal - Community

Hi Guys,

We different Analysts that we want them to only see and work on Incidents with specific categories. EG: we want Analysts Team "Phone", to only be able to see and work on Incidents that were set as "Phone" category, Analyst Team "Exchange" to only see and work on Exchange issues...

Is there a way we can set this up so they are limited as above in cireson portal?

FYI, we are using cireson community portal (Free).

Many thanks

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Answers

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

August 2021

@Vik - You would need to establish queues in SCSM (Library -> Queues) and create roles for each queue in Administration -> Security -> User Roles.

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Vik Member IT Monkey ✭

August 2021

Thanks @Justin_Workman , I've tried setting up Queue (Support group = Tier 2 ) and User Roles (Incident Resolver) but the Analysts that we want limited access to the Incidents are not seeing any in the portal. Any idea?

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