After upgrading to 3.0.1, it seems that support agents without Administration rights (at least in 3.0.1) do not have the option to "Wait on third party."
The agent can Self Assign the request if its in Waiting on third party, but is unable "Wait on third party" as the Option in the drop down, or button when editing is not visible.
I am unable to see anything in the data-models for requests that define guards controlling transitions, but I am probably missing something.
Thanks
T
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Hi
We implemented the Flag tickets waiting on a 3rd party.
https://www.itophub.io/wiki/page?id=latest:customization:add-state
After upgrading to 3.0.1, it seems that support agents without Administration rights (at least in 3.0.1) do not have the option to "Wait on third party."
The agent can Self Assign the request if its in Waiting on third party, but is unable "Wait on third party" as the Option in the drop down, or button when editing is not visible.
I am unable to see anything in the data-models for requests that define guards controlling transitions, but I am probably missing something.
Thanks
T
Hi Tim,
You're right, I should enhanced this tuto to explain that the created stimulus must be added to the "Support Agent" profile.
Ahh, that would explain it, and makes perfect sense.
Just hunting down how to add that at the moment;-) having trouble deciphering that from the docs.
Thanks for that info
Last edit: Tim Hoffman 2022-10-04