Is there a rule for a non-owner to change the status of a ticket currently in progress? 
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There isn't a stock rule for that. You will need to create a field, something like "Desired Status" and then create a rule that will set the status based on that.
Answered 10/02/2017 by: chucksteel
Red Belt

  • so we are very new to KACE. Like 1 week new. Any suggestions on how to do this?
    • You must create a customticketfield in your queue. > ServiceDesk > Config > queue > "yourqueue" > standard values of ticket > in the bottom, you can create custom fields
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