Controlling who can change a ticket status/priority

[hmac]

Just trying to set up my HelpDesk and I really want to be able to control who can change the status of a ticket. For example, a user raises a support question that actually results in a change request being generated - I want to be able to show that the ticket has moved from "Open" to "Under Change Control", but not allow the user to change the status back from "Under Change Control" - obviously, I would want Admins and possibly Staff to be able to change the status if required

Making the Status "Private" doesnt seem to help - the ticket just appears with a blank status which is not very helpful

Im thinking of doing a similar thing with priority

Any ideas?

Thx Hmac

[lslavick]

I am having the same problem. Private statuses show up as blank in the client interface. If you drill down on the ticket you can see the private status. I need them to see the private status on the list.

This is what is says:

Status Type
Public: Public statuses are selectable by users who are submitting tickets from the client support interface.

Private: Private statuses are selectable only by staff users. If a ticket is set to a private status the client user will see this status, but they will not be able to select this status themself.

[Siora]

Under staff cp--> manager user group change:

Can Change Ticket Properties    Yes    No

To NO

[lslavick]

Originally Posted by Siora

Under staff cp--> manager user group change:

Can Change Ticket Properties    Yes    No

To NO

Thanks! That helps... But, if I want to be able to use the public/private status and let clients be able to see all and change only public, what is the problem. THe list will not display the status, but it does in the detail.