Can Agents use Layouts for a Department that they do not belong to?
Can Agents use Layouts for a Department that they do not belong to?
When creating a layout, one of the ticket layout properties is "Allow profile users in other departments to submit Tickets using this layout". If this is selected for a Layout associated with Department A, will an agent from Department B be able to choose the layout when creating a ticket as long as they belong to one of the profiles given permission to access the layout? I had tried testing this, but the Agent was unable to select any other layouts other than those specific to her department.
Thank you!