Set subscribed agents to exclusively add private notes

Technical assistance
1
  • Used Zammad version: 6.3.1-1729263800.69400098.noble
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04
  • Browser + version: Firefox latest

Expected behavior:

  • Be able to subscribe other agents using @@ and make it possible for them to only add a private note to the ticket

Actual behavior:

  • When an agent is subscribed to the ticket, their permission to answer is defined by the role permission. It is not possible to use Core Workflows to limit them to write exclusively private notes

Steps to reproduce the behavior:

  • Subscribe a second agent using @@ with Change permissions on the group
  • The subscribed agent can also reply to the Customer

Did I miss any other setting to change the behaviour?

Thanks,
Skip

2

That’s entirely not possible I’m afraid. Zammad does not have different level of write / update permission, which is basically why you cannot achieve what you’re trying to do.

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