Mark an incident as restricted

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.
• Agents who are a member of primary ticket assignment group.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. From the navigation list, click Incidents > Open.
3. Open the incident that you want to mark as restricted.
4. Click Restrict.
5. Click Update.