Set up roles

When handling the tickets, a user can act as:

  • Requester – The ticket creator.
  • Agent – The assignee who is going to complete the task.
  • Owner – The supervisor on the spot responsible for carrying out the work.

The owner role is optional and is hidden in the ticket form by default. To show it in the ticket, go to Tickets > Incident tracker, click Edit queue and turn on the Show owner in ticket flow option.