I’ve read carefully the exchange on queues vs groups vs roles as well as other discussions, but could not find a way to configure the following workflow:
A dispatcher and 3 agents need to work as follow
1- all tickets are assigned to the dispatcher by default (done)
2- Dispatcher can assign to Agent1, Agent2 or Agent3 (done)
3- Agent1 can assign to Agent2, to Agent3 or to Dispatcher (done)
4- Agent2 can only assign to Agent3 or to Dispatcher (not done)
5- Agent3 can only assign to Dispatcher (not done)
Could someone share a clever use of groups/roles that would allow this workflow?
Alternately, if the group selection drop down menu (or the entire right panel, losing other valuable control items) could be hidden, macros could be used to give the agents specific and restricted re-assignments options.
But, I could not find a way to :
- hide the group selection menu (when some agents belong to more than one group)
- hide the right panel
NB: FWIW, we’re on 3.2.x using both Centos 7.7/RPMs and Ubuntu 18.04/docker-compose