Changing only Ticket's Status

RT Users
1

Hello All,

I’d like to know if it’s possible to allow a user to change ONLY ticket’s status, cause if I grant “ModifyTicket”, this user will be able to change others attributes (queue, owner, etc.). I think that it’s possible through scrips… but I still haven’t knowledge to do it :slight_smile: !!

Thanks in advance!

Regards,

Rodolfo de Moraes Reis
Diretoria de Soluções de
Inteligência de Negócios
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986
Fax: +55 19 3705-6786
rmreis@cpqd.com.br
www.cpqd.com.br

2

Hello All,

I’d like to know if it’s possible to allow a user to change ONLY ticket’s status, cause if I grant “ModifyTicket”, this user will be able to change others attributes (queue, owner, etc.). I think that it’s possible through scrips… but I still haven’t knowledge to do it :slight_smile: !!

Yeah, you are right only ModifyTicket right allow user to change
ticket status, but may be you will be satisfied with custom field that
is created specially for users. So you create CF ‘ExtStatus’ with type
‘select one value’ define values, allow users to change it, select
this CF for queues, then you can even define scrips that changes
tickets status when user change CF value.

Thanks in advance!

Regards,

Rodolfo de Moraes Reis
Diretoria de Soluções de
Inteligência de Negócios
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986
Fax: +55 19 3705-6786
rmreis@cpqd.com.br
www.cpqd.com.br

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