Agents¶

Administrators manage agent accounts, group assignments, dynamic agent fields, and two- factor status.

Overview¶

This page explains how to use Agents and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create and edit an agent. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Deactivate an agent. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Assign and remove group permissions. Open the existing record, change only the required fields, and check dependent assignments before saving.
Create, edit, and delete dynamic agent fields. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Reset two-factor setup. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.