How to Lock or Unlock a Ticket in BoldDesk
When a ticket is locked, its properties cannot be edited or updated. It prevents unnecessary editing of 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 from being edited by other users apart from a certain set of users.
Please watch this video tutorial for further information.
What Changes When a Ticket is Locked
When a ticket is locked, users without the required permission cannot edit ticket properties such as:
- Status (when edited on the ticket list page)
- Tags
- Assignee
- Response due
- Resolution due
- Custom ticket fields
How to Identify Locked Tickets
- On the ticket details page, the ticket displays a Locked tag.
- On the ticket list page, the ticket displays a padlock icon.
- Ticket lock/unlock actions are recorded in History, including who locked the ticket.
Locking a Ticket
Follow the given steps to lock a ticket:
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Open the ticket which needs to be locked.
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Click on more option and select the Lock Ticket option to open a dialog box.
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Select the Lock Ticket option in the dialog to lock the ticket.
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The locked ticket is then denoted by a tag Locked.
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Similarly, on the ticket list page, a locked ticket is denoted by a padlock symbol on the ticket.
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History is also logged while locking or unlocking a ticket. This helps the user to find who has locked the ticket.
- When a ticket is locked, users who don’t have permission cannot edit the properties of that ticket like status, title, tags, assignee, response due, resolution due, and other custom properties.
- The ticket lock only applies to the ticket properties section. Status changes made from the left‑hand side are not affected, so in BoldDesk, users can still close a ticket even when it is locked.
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:
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Open the ticket which needs to be unlocked.
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Click on more option and select the Unlock Ticket option to open a dialog box.
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Select the Unlock Ticket option to unlock the ticket.
Advanced Filter to Filter Locked Tickets
The user can also filter all the locked tickets using the advanced 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 the 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 Ticket module permission assigned to his or her role. Explore Managing Roles and Permissions in BoldDesk to know more about roles and permissions.
| Permission | Description |
|---|---|
| Own locked tickets can be unlocked, but locked tickets cannot be edited. | Can unlock a ticket which is locked by that user. Can lock a ticket. Cannot edit a locked ticket. |
| Own locked tickets can be unlocked, and locked tickets can be edited. | Can unlock a ticket which is locked by that user. Can lock a ticket. Can edit a locked ticket. |
| Anyone’s locked ticket can be unlocked, and anyone’s locked ticket can be edited. | Can unlock any ticket. Can lock any ticket. Can edit a locked ticket. |
FAQs
1) What does Ticket Locking prevent users from changing?
Ticket Locking prevents changes to the ticket properties section (for example: title, tags, assignee, response due, resolution due, and custom properties) for users who do not have the required permission.
2) Does Ticket Locking prevent closing a ticket?
No. Ticket Locking does not affect status changes made from the left-hand side of the ticket view. Users can still close a ticket even when the ticket is locked provided they have the necessary permissions.
3) Who can unlock a locked ticket?
Only users whose role includes the Lock or Unlock ticket permission can unlock a ticket. Depending on the permission level, users may be limited to unlocking only tickets they locked themselves.
4) Can a user lock a ticket but be unable to edit it while it is locked?
Yes. With Own locked tickets can be unlocked, but locked tickets cannot be edited, a user can lock a ticket and unlock tickets they locked, but the user cannot edit locked tickets.
5) How do I find all locked tickets?
Use Advanced Filters in the ticket list and set Ticket Locked = Yes.
6) How do I find tickets locked by a specific user?
Use Advanced Filters and set Locked by to the required user.
7) Is there an audit trail for locking and unlocking?
Yes. BoldDesk records lock and unlock actions in the ticket History, including the user who performed the action.
