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#1 2019-11-12 09:19:47

jvuz
Guest
Registered: 2010-01-18
Posts: 251

Prevent closing tickets for some users

Hi,

I'm wondering if there is a way that we can disable the possibility for technicians to close a ticket? The situation is the following: we have group A with several subgroups (B, C, D). The goal is that group A assigns tickets to one or more of the subgroups. The subgroups need to be able to add what they have done for this ticket, but they may not close these tickets. That needs to be done by group A. Is this way of working possible in GLPI and if so, how can I accomplish this?

Jvuz

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#2 2019-11-12 11:08:50

jvuz
Guest
Registered: 2010-01-18
Posts: 251

Re: Prevent closing tickets for some users

We're using version 9.1.2

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#3 2019-11-12 11:40:46

scmi
Guest
From: Germany
Registered: 2009-02-10
Posts: 80

Re: Prevent closing tickets for some users

U can create and use a profile


Prod GLPI: 9.4.1.1 / Apache 2.4.25 (Debian) /PHP 7.0.30/ Server Software: Debian 9.1/Server Version: 10.1.26-MariaDB-0+deb9u1

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#4 2019-11-12 11:42:28

jvuz
Guest
Registered: 2010-01-18
Posts: 251

Re: Prevent closing tickets for some users

I know and I already created a profile for this, but I don't seem to be able to disable or remove the solution button.

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#5 2019-11-12 13:38:28

scmi
Guest
From: Germany
Registered: 2009-02-10
Posts: 80

Re: Prevent closing tickets for some users

Under Life cycle of tickets
Solved / Closed delete all ticks


Prod GLPI: 9.4.1.1 / Apache 2.4.25 (Debian) /PHP 7.0.30/ Server Software: Debian 9.1/Server Version: 10.1.26-MariaDB-0+deb9u1

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#6 2019-11-12 13:39:14

jvuz
Guest
Registered: 2010-01-18
Posts: 251

Re: Prevent closing tickets for some users

Hi, I've managed to create a new profile for them and now they don't have the possibility to close a ticket or change the assignment. So far so good.

The problem I'm having now is they can see every ticket and not only the ones they should be able to see. I checked the rules, but everything seems ok. What am I missing? Is there a way I need to connect the profile to, so it takes the correct rules?

Jvuz

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#7 2019-11-13 09:31:49

scmi
Guest
From: Germany
Registered: 2009-02-10
Posts: 80

Re: Prevent closing tickets for some users

Maybe in Profiles
Assistance 

Tickets:  See all tickets

Followups / Tasks: Add to all tickets


Prod GLPI: 9.4.1.1 / Apache 2.4.25 (Debian) /PHP 7.0.30/ Server Software: Debian 9.1/Server Version: 10.1.26-MariaDB-0+deb9u1

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#8 2019-11-13 10:00:17

jvuz
Guest
Registered: 2010-01-18
Posts: 251

Re: Prevent closing tickets for some users

I checked ot but those aren't checked. Very strange.

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#9 2019-11-13 12:30:29

scmi
Guest
From: Germany
Registered: 2009-02-10
Posts: 80

Re: Prevent closing tickets for some users

I'm sorry, in 9.4.4 it's possible


Prod GLPI: 9.4.1.1 / Apache 2.4.25 (Debian) /PHP 7.0.30/ Server Software: Debian 9.1/Server Version: 10.1.26-MariaDB-0+deb9u1

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#10 2019-11-13 13:00:21

jvuz
Guest
Registered: 2010-01-18
Posts: 251

Re: Prevent closing tickets for some users

We're already busy upgrading but it's taking a lot of time.

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