Systems Management Question

Trigger ticket rules based on change user label

01/10/2020 118 views

I'd like to make a ticket rule that prevents users with a certain label from setting the ticket status to closed and I'm having trouble. Can anyone help?

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This is sort of possible, you have to use the update log for the ticket that tracks the changes and whilst you cannot prevent the user setting the data value within the ticket, you can undo the change and let someone know that the change was made "illegally". So the logic is the ticket rule says if this data value is changed and the person who updated it is x, then set the value back to previous.

Answered 01/10/2020 by: Hobbsy
Red Belt

  • Right, we'd let the rule overwrite their status change, so back to "Open" or whatever.

    It's more that I'm having trouble with the sql.

    There is a ticket change table, a change user, a change user label, etc. Should be possible, but the wizard puts in a bunch of garbage sql along with the important bits, and I've been unable to get things to work, both when I've written the sql from scratch and when I've tried to modify the wizard generated sql.