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How to Restrict an Agent from Editing a Closed Ticket
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Updated:
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 |
