Hi Folks,
Using Version 4.4.4
I have a three tier approval system for change management though I am having a few issues trying to lock down privileges. There are three user groups:
- Technical
- Security
- Commercial
Please see my approval template below…
===Create-Ticket: technical-approval
Subject: Technical Approval for {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
Queue: ___Approvals
Owner: technical
Requestors: {$Tickets{TOP}->RequestorAddresses}
AdminCcGroup: technical
Type: approval
Depended-On-By: TOP
Content-Type: text/plain
Due: {time + 3*24*60*60}
Content: Technical approval required. Please review the change and approve/deny accordingly.
Thanks.
ENDOFCONTENT
===Create-Ticket: security-approval
Subject: Security Approval for {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
Queue: ___Approvals
Owner: security
Requestors: {$Tickets{TOP}->RequestorAddresses}
AdminCcGroup: security
Type: approval
Depended-On-By: TOP
Depends-On: technical-approval
Content-Type: text/plain
Due: {time + 3*24*60*60}
Content: Security approval required. Please review the change and approve/deny accordingly.
Thanks.
ENDOFCONTENT
===Create-Ticket: commercial-approval
Subject: Operational Approval for {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
Depended-On-By: TOP
Depends-On: security-approval
Queue: ___Approvals
Owner: commercial
Requestors: {$Tickets{TOP}->RequestorAddresses}
AdminCcGroup: commercial
Type: approval
Content-Type: text/plain
Due: {time + 3*24*60*60}
Content: Commercial approval required. Please review the change and approve/deny accordingly.
Thanks.
ENDOFCONTENT
My problem is that Commercial needs to only be able to view the __Approval Tickets and the Change Requests. Though, Commercial has the ability to click on the Approval tickets that generated and change security and technical.
How can i lock this down further? Is there a way to achieve the approval by making Commercial unprivileged? Commercial should have no other Admin like access.
Thanks