user permission

italinhotecpok · 2024-09-02 20:21:04

Good afternoon!

When opening a call, my client can change the call category and urgency, does anyone know how I block this?

because if he can change the urgency, anyone can set it to "very high" and bypass my SLA

and if they change technicians they can mess up the queues, causing some technicians to answer calls that are not in their category

cconard96 · 2024-09-02 21:19:02

Category - You can't, but you can restrict which categories are available to normal/simplified interface users in each category's form
Urgency - You could remove the field by using ticket templates
Technicians - Normal users can't assign technicians to tickets

https://glpi-user-documentation.readthe … lates.html

italinhotecpok · 2024-09-02 22:06:51

cconard96 wrote:

Category - You can't, but you can restrict which categories are available to normal/simplified interface users in each category's form
Urgency - You could remove the field by using ticket templates
Technicians - Normal users can't assign technicians to tickets

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My users with the self-service profile can change the category and urgency after opening the ticket, I want them to not be able to edit the category or urgency of the ticket after they create it, they use a simplified interface and I'm on version 10.0.12 from glpi, and my calls are created by forms, where each call already has an associated category

Last edited by italinhotecpok (2024-09-02 22:13:20)

cconard96 · 2024-09-02 22:30:38

Users are always allowed to make adjustments to their tickets as long as:
- They are a requester or the writer
- Ticket is not solved or closed
- No followups or tasks have been added

Typically, this just means users can fix mistakes before the ticket treatment begins.

italinhotecpok · 2024-09-02 22:59:08

cconard96 wrote:

Users are always allowed to make adjustments to their tickets as long as:
- They are a requester or the writer
- Ticket is not solved or closed
- No followups or tasks have been added
Typically, this just means users can fix mistakes before the ticket treatment begins.

But what about emergencies? I can block them so that the user does not modify them or by default they can modify them

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#1 2024-09-02 20:21:04

user permission

#2 2024-09-02 21:19:02

Re: user permission

#3 2024-09-02 22:06:51

Re: user permission

#4 2024-09-02 22:30:38

Re: user permission

#5 2024-09-02 22:59:08

Re: user permission

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