The AI Ticket Assistant is designed to correctly route non-IT requests, such as those for Facilities, by analyzing the issue and redirecting the user to the appropriate workflow.
Scenario | AI Action | User Experience | Recommended Control |
User does NOT have 'Submit Ticket' permission for Facilities, but CAN see the Facilities ticket type. | AI redirects to Facilities flow, but the final submission triggers a permission check.
| The user proceeds through the ticket flow but receives a warning error at the final submission step: "You do not have permission to submit a 'Facilities' ticket… Please check with an administrator to request elevated permissions.” | Limit Ticket Type Visibility: Restrict the visibility of Facilities ticket types at the Ticket Type level. Since visibility is managed by user roles, for more granular control, remove the ‘Submit Ticket’ permission for Facilities entirely for those users. |
