SLA24 Documentation

Basic Admin: Turn Off Ticket Assignment To An Agent

Temporarily Turn off Ticket Assignment To An Agent

  • Open the agent’s user profile by going to USERS->All Users, navigating to the user profile and clicking the user name link.
  • Scroll down until you get to the SLA24 Service Desk Preferences section.
  • Uncheck the box labeled Can Be Assigned
  • Click the Update User button.

Permanently Turn Off Ticket Assignment To An Agent

To permanently switch an agent back to a regular user, simply change the role back to a regular user’s role.

  • Open the agent’s user profile by going to USERS->All Users, navigating to the user profile and clicking the user name link.
  • Scroll down until you get to the Role field.
  • Select a standard user role from the dropdown list.
  • Click the Update User button.

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