Observers in Agent Groups

Agents who need access to tickets belonging to groups other than their own can now be added as Observers in those groups. 

You can now add agents to groups in two modes:

1. As Members: Agents get access to, and can be assigned tickets and other items (problems, changes, releases, assets, tasks) that belong to the group. 
2. As Observers: Agents get access to tickets and other items (problems, changes, releases, assets, tasks) that belong to the group, but they can't be assigned these items. In other words, their names won't appear in the "Agent" dropdown for items assigned to the group.

This feature can be used in many scenarios:

• An agent who belongs to an L1 support team can be added as a member to the L1 group, and as an observer to the L2 to L3 groups, if they need access to tickets even when the L2 or L3 groups are working on them.
• An HR agent can be added as a member of the HR group, and as an observer of the Facilities and IT groups, if they want to check the fulfilment progress of employee joining kits.
• A Network Operations Manager who works in the US office of a company can be added as a member of the US Network Operations group, and as an observer of the UK Network Operations and Asia Pacific Network Operations groups, if they want to keep themselves updated of issues in other regions.

This feature will be available on our Forest plan in a few weeks.

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