Restrict User From Closing Jobs

scottd5852 · 2010-10-02T17:59:26.000Z

Hi,

I am wondering if I can restrict non admin users from doing anything other than updating the content of their own tickets. I have one user who has figured out how to close his jobs off which is causing us some issues.

Thanks for any help.

Cheers,

Scott.

lawriedalman3018 · 2010-10-02T18:46:09.000Z

What method is the user using to close his tickets? Why is he choosing to close his tiskets if you don’t think the job is finished?

How he is closing them will impact what what you could do about it,

From a workflow point of view, we allow users to identify tickets as finished (problem resolved) but not close tickets themsevles.

scottd5852 · 2010-10-02T19:11:29.000Z

I think I may have jumped the gun on this one Lawrie, I have looked into it a bit more and I see only admins can #close tickets via email. One of my staff told me a non admin had closed a ticket they had created however I now see this is not possible.

Thanks,

Scott.

lawriedalman3018 · 2010-10-02T19:22:31.000Z

ScottD wrote:

I think I may have jumped the gun on this one Lawrie, I have looked into it a bit more and I see only admins can #close tickets via email. One of my staff told me a non admin had closed a ticket they had created however I now see this is not possible.

Thanks,

Scott.

Hey Scott, yes we also love Tickets Anywhere commands and use them in the Helpdesk UI and Portal too since they can be used to combine actions and save loads of time. I can also confirm that users can’t close tickets using the #close command, they can enter it on the comment, but it will be ignored by Spiceworks and just gived your Helpdesk Admins that the user want the ticket closed, which can be helpful.