The following is a quick breakdown of the access agents have tickets:
- If you created a ticket, then you automatically have modify access.
- If you are assigned to a ticket, then you automatically have modify access.
- If a ticket is not assigned to a specific location, then you automatically have modify access.
- If a ticket is assigned to a specific location, and rules number 1 & 2 are not true, then the permission of that ticket is based on the users permission for that location.
So for example, if an agent has modify permissions enabled, then they will be able to modify tickets at that location. However, if the agent only has view permissions, then they will be able to view tickets, but not modify them, at that specific location.