Change ticket status without having ModifyTicket rights

[Dornaz_Ghandehari]

hello guys!

I want to disable change queue ability for tickets, so I have to disable ModifyTicket rights. but the problem is that I want to change ticket status but I cann’t. does anybody have any idea how can I change ticket status without having ModifyTicket rights?

thanks a lot

[Jason_Marshall1]

Wow 6 years and no one replied. This week I had to do exactly what you’re asking about. No ModifyTicket rights in order to prevent queue changes. I’m on rt5. Maybe this wouldn’t work in older versions? Never tried, don’t know.

My solution defines a CustomField called HR_Ticket_Resolved, with two choices, Yes and No. Obviously the user/owner needs to have permission to edit CustomField values (ModifyCustomField), which is a separate control from ModifyTicket.

Then I wrote two scrips that detect the CustomField change. One of them resolves the ticket if the CF is changed to Yes. The other opens the ticket if it’s set to No.

I stole the brains of those scrips from this other forum posting (from 14 years ago!) which contains lots of examples to borrow from:

How to detect a custom field change in a scrip

Kenn, () Do you REALLY care what the old value was? We use Custom Fields as triggers () on a lot of scrips, but we really don’t care what it used to be. We only () care that it has changed and what it has changed to. It makes the code () easier to write and debug. yes, I only care about the new value and that it actually has changed, sorry for not being more clear. Your mail made me search for “trigger”, and that lead me to http://wiki.bestpractical.com/view/OnCustomFieldValueChange whi…

Hope this helps the next person who needs to do something like this.