Is there a way to restrict ability to log problem tickets to admins only?


  • Heather Rommel
    Community Moderator

    Hi Richard,

    We had the same issue for a while.  I don't believe there is a way to restrict this (argh!) so the way I got around it was to put in a trigger to change the Ticket Type back to Incident when someone selected Problem. The trigger added a tag for reporting and also sent an email to the user (and copied the manager and myself) to let him/her know what happened and why.

    We made the trigger look for "ticket type is changed to Problem" and in the OR conditions, we listed each Agent separately under "and the current user is". I hope that makes sense.

    I did a round of training every once in a while for Agents who seemed to struggle with it multiple times.  Managers didn't like getting the emails so they helped me retrain :)

    I hope this helps...

  • Richard Giddens

    Thanks Heather :) 


    not the answer I was looking for (I second the argh! here) , but that clears up whether its possible and also gives me a workaround. 



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