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How to Restrict an Agent from Editing a Closed Ticket
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In BoldDesk, administrators can restrict agents from updating closed tickets based on their roles.
How to apply restrictions to a closed ticket
Uncheck the permission Allow the agent to reply or edit closed ticket under tickets.
Feature restrictions in a closed ticket
When the above-mentioned permission is disabled, the following restrictions will be applied to closed tickets.
Actions | Allowed to update |
---|---|
Update ticket fields | No |
Add reply | No |
Edit reply | No |
Add public notes | No |
Move reply to public | No |
Update tags | No |
Delete attachments | No |
Create new approvals | No |
Add private notes | Yes |
Add Watchers | Yes |
Remove watchers | Yes |
Add, edit, and delete worklogs | Yes |
Share ticket | Yes |
Clone ticket | Yes |
Merge ticket | Yes |
Lock ticket | Yes |
Add, edit and delete activities | Yes |
Add and remove web links | Yes |
Add related tickets | Yes |
Add parent or child tickets | Yes |
Add related articles | Yes |