How to lock or unlock a ticket

When a ticket is locked its properties cannot be edited or updated. It prevents unnecessary editing in ticket properties by unauthorized users. Only users who have permission can unlock or edit the ticket. This feature is useful when you need to restrict ticket properties edited by other users apart from certain set of users.

Please watch this video tutorial for further information.

Locking a ticket

Follow the given steps to lock a ticket:

1. Open the ticket which needs to be locked.
2. Click on more option and select the Lock Ticket option to open a dialog box.

3. Select the Lock Ticket option in the dialog to lock the ticket.

Similarly, on the ticket list page, it is denoted by a padlock symbol on the ticket.
Ticket details denoting locked ticket

History is also logged while locking or unlocking a ticket. This helps the user to find who has locked the ticket.

Unlocking a ticket

Locked ticket properties can be edited or updated only when they are unlocked.

Only users who have permission to unlock a ticket can unlock the ticket.

Follow the given steps to unlock a ticket:

1. Open the ticket which needs to be unlocked.
2. Click on more option and select the Unlock Ticket option to open a dialog box.

3. Select the Unlock Ticket option to unlock the ticket.

Advance filter to filter locked tickets

The user can also filter all the locked tickets using the advance ticket filter

Select Ticket Locked is Yes and press apply to list all the tickets that are locked.

You can also list tickets that are locked by a specific user by selecting Locked by value for filtering.

Permission to lock or unlock a ticket

For accessing the Lock ticket feature, an agent should have the Lock or Unlock ticket permission assigned to his or her role. Refer to this article to know more about Roles and permission.