How to avoid custumers from changing ticket status?

  • Used Zammad version: 5
  • Used Zammad installation type: (source, package, docker-compose, …) source
  • Operating system: Ubuntu 20.4
  • Browser + version: Firefox

Expected behavior:

  • When custumers login, they can see all of their tickets and write comments. But they shouldn’t have the possibility to change the status of the ticket. Further they can see all of their tickets. Included the tickets from the past which are closed. All closed tickets shouldn’t be available for custumers.

Actual behavior:

  • When custumers login, they can see their tickets and write comments. But they have the possibility to change the status of the ticket. Thats not good for us.

Steps to reproduce the behavior:

  • Login with a custumer account and change the status of tickets

Is there a possibility to avoid custumers from changing the status and see closed tickets?

Regards

Virtex

1 Like

Eu comecei a mexer com Zammad faz pouco tempo, ainda não fiz esse teste, mas se você tiver uma maquina de homologação.
Teste o seguinte.
– Verifique os ID dos states existentes.

Ticket::StateType.pluck(:id, :name)

– Verifique quais são os States que o cliente pode utilizar

ObjectManager::Attribute.get(
object: ‘Ticket’,
name: ‘state_id’,
).screens[‘edit’][‘ticket.customer’][‘filter’]

– Ae depois você pode alterar o que ele pode editar
attribute.screens[‘edit’][‘ticket.customer’][‘filter’] = Ticket::State.where(name: [‘closed’,‘open’,‘new’]).pluck(:id)

Você tem que criar um array ae.

Mais detalhes
https://docs.zammad.org/en/latest/admin/console/working-on-tickets.html?highlight=state#add-new-ticket-state

1 Like

Hi Robson,

thanks for your answer. I’ll test it. The documentation for that problem looks fine. I haven’t seen it before. I should look in that documentation before asking next time :see_no_evil:

How ever… Thank you!!

1 Like

Thank you for your contribution.
Please write in english the next time.

This is a english speaking community to help as many people possible.

1 Like

no problem, i’ll answer in english next time kkk

1 Like

You can do this without console by using Core Workflows.

Object: Ticket
Context: both masks
Condition: Role IS Customer
Action: State FIXED “new” (or the status you want to fix)

And if you want to hide the status for the customers you can to this with Core Workflows:
Object: Ticket
Context: both masks
Condition: ROLE is Customer
Action: State HIDE

Both workflows work for me, so the customer can add a ticket without trouble.

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