How to stop Students from cancelling a ticket created on their behalf

Thanks ​@BKilpatrick 1307de6 fsd for your question!

I have a couple of options that might work depending on your internal processes. There may be more options, these were just off the top of my head. So if neither of these work we can start from scratch and think of other creative ideas.

1. If it is not necessary for students to be in the iiQ system, any permission policies applied to the student role could be disabled. Then you could still submit a ticket on their behalf and they would continue to receive email updates but will not have the ability to cancel the ticket.

2. 2nd option is to create a custom field that would populate users and add it to the issue types it would pertain to. The techs could choose the student to associate to the ticket without giving the student the ability to cancel or even see the ticket. Custom Fields are filterable allowing you to still see tickets associated with that individual with a custom view.

   

   
    

   

   
   Please let me know if you have any questions regarding these options of if either of these work for your processes!
   
   Thank you!

Thank you Leann.  I’ll keep those two options in mind.

For now, what I’m trying is this: 

• Created a custom ticket status “Protected Submit” in the “In Progress” workflow stage
• Created a Ticket “Create” rule
  • If Role=”Student”, change ticket status to “Protected Submit”
• Students can’t cancel “In Progress” tickets, so they can’t cancel “Protected Submit” tickets

We’ll see how this works out

​@BKilpatrick 1307de6 fsd Hey there! It s been about 3 months so I wanted to follow up to see what your solution was!😄