When your agents need only to see tickets assigned to them in facilities, you will need to follow the following steps:
First, remove the permission options to 'view, work, resolve” tickets under the permission policy. But you will need to grant them the permissions option “View Tickets Nav Item”.
Next, you will need to head to site options (in the facilities module) to give the ability to work tickets assigned to them. Under Tickets, there is the “assignment delegation” permission. Ensure that the “tickets.view”, “tickets.work”, and “tickets.resolve.”
If you use teams for facilities, ensure you have the same permissions selected so they can see the tickets assigned to their team.
With these delegated permissions, your facilities team will only be able to see tickets assigned to them.
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Kathryn Carter - Community Moderator