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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.

  1. Open the Reports Explorer
  2. Open the Report for editing
  3. In the Ribbon, click Records
  4. Expand Incidents
  5. De-select the Assign check box
  6. 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.

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