I use a customized access when rule in order to limit users to open/modify implementation work class. I have configured an SLA in an assignment. But the queue item goes into the broken queues with the following error: You are not authorized to open instance
The user who submits the SLA into the queue can open the instance, and the queue item has the that user's access group. But I use clipboard values in access when rule. Maybe that is the cause of the error.
I have tried to give administrator role to the agent schedule but it did not work. How can I give the required permission to the agent to open the case ?