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Hiding External Agent settings from Communication Panel

Niina_P
Community Manager
Community Manager

Symptoms

External Agent settings are visible in Communication Panel although the agents don’t use the External Agent service.

 

Solution

External Agent settings must be hidden in System Configurator on user, user group, and user role levels.

 

To hide the settings:

  1. In System Configurator, navigate to Users, User Roles, or User Groups and find the user, role, or group you want to edit.
  2. Extend the User Rights block.
  3. In the Type dropdown, select User Service.
  4. On the External Agent row, deselect the Use setting.
  5. Save your changes.

 

Remember to check all three levels for the setting.

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