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Assigning Incidents through Reports without Permissions
Answer ID 7879 |
Last Review Date 12/17/2018
Why are agents able to re-assign incidents from a report when they do not have permission?
Environment:
Analytics, Report options
Oracle B2C Service, All versions
Issue:
Agents are able to re-assign incidents to other agents through reports while their profile does not have assignment permissions.
Resolution:
The report itself must be configured to not allow assignment. Reports can be configured through the following steps.
- Open the Reports Explorer
- Open the Report for editing
- In the Ribbon, click Records
- Expand Incidents
- De-select the Assign check box
- Save, and if necessary assign this report to the profile navigation set.
Note: If this is a standard report, you will need to make a copy of the report before you can edit it.