Assign notes authorization for agents in other groups

Infos:

  • Used Zammad version: 5.0.3
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: Ubuntu
  • Browser + version: Firefox 96

Expected behavior:

Agent can not notes tickets in other group.

Actual behavior:

Agent has only “read” and “overview” permission in other group

Steps to reproduce the behavior:

Agent does not need to be able to edit objects. (So no change permission). But he must be able to write notes, e.g. if a current info for other group has, or if further-opened ticket must be returned. How to create a role with only notes permission etc. ?

Hi

I have another request regarding this.If an agent has no “Change” permission to other groups (he has only Read, Create, Overview) he can still set the comments (notes) to public or internal.

should theoretically not be able to do that if he can’t write notes.

I cannot reproduce that.
If the agent in question has only create permission and has no additional customer permission, Zammad will tell the user that he’s not authorized to update. I just checked that to be sure.

Zammads permission system does not differentiate in between article types, so what you want to do is technically not possible. Either full fledged article creation or none.