Preventing users from assigning tickets

sdesort · **Preventing users from assigning tickets -** 28-02-2008, 08:54 PM

I have looked through the security settings available in v3.11, and I cannot seem to find a setting that would prevent a user from being able to assign a ticket to another user.

Some of our users are permitted to handle tickets themselves -- they should not be permitted to push a ticket onto another user. Only managers can decide if a ticket should be specifically assigned to a single user. In Supportsuite, it seems as though if a user can open a reply to a ticket, he/she can also assign it to someone else.

OUr previous helpdesk (Cerberus) had very fine granular security control over everything that could be performed on a ticket, including assigning, deleting, merging, etc.

Is there a setting in Supportsuite that I am missing?

--
Scot

supportskins · 28-02-2008, 08:57 PM

I do not believe that this setting is currently available. You will have to modify the source code to add this feature.

jairovg · 05-03-2008, 05:21 PM

Where we could suggest this feature to the Kayako team? It is vital to my company to have this kind of security.

I tried disabling "Can Manage Tickets" and "Can View All Tickets (Unassigned, Assigned to Self and Assigned to Others)" in order to only watch tickets assigned to me, but the "Can Manage Tickets" means not to see any ticket, even yours.

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supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	28-02-2008, 08:57 PM I do not believe that this setting is currently available. You will have to modify the source code to add this feature. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

jairovg Offline New Member Posts: 6 Join Date: Jan 2008	05-03-2008, 05:21 PM Where we could suggest this feature to the Kayako team? It is vital to my company to have this kind of security. I tried disabling "Can Manage Tickets" and "Can View All Tickets (Unassigned, Assigned to Self and Assigned to Others)" in order to only watch tickets assigned to me, but the "Can Manage Tickets" means not to see any ticket, even yours.