Restrict an incident access

You can restrict an incident ticket that contains sensitive information. By marking an incident as restricted, you limit its access for the agents.

Before you begin

Role required: admin or user

About this task

Both agents and users can mark an incident as restricted. Users can mark an incident as restricted while creating it. An agent can also mark an incident a restricted while triaging it or while working on it. Cases marked as restricted can only be accessed by

• Routing agents who are part of the assignment group and has sensitive agent role.
• All primary ticket agents.

Procedure

1. Navigate to All > Incident > All.
2. Open the incident record that you want to restrict.
3. On the form, click Restrict.
   The restricted fields are hidden, and the form is only for view purpose.

   Note:

   To mark the request as unrestricted only agents with the access role can modify.
4. Click Update.