Staff starting tickets

I’d be suspicious that something changed with the Permissions v2.0 rolout as we’ve had a few things change unexpectedly. You should look at whatever Permissions profile the teachers have (Admin > Permissions), and if you search for Tickets > Tickets > Work Tickets that would be the box that would be checked that is allowing them to click “Start Ticket.” Un-tick that (and anything else in there that seems unusual) and I’d imagine that would fix your problem.

@MDrew 393fdd0 chelmsford This does sound like a new permissions enhancement unexpected change. Is this happening for all of your teachers?

Thank you @PBauchan 650c0fd mvsd for the quick respond and solution. 

I would look at your permission like @PBauchan 650c0fd mvsd suggested to make sure that the “Work Ticket” permission option is not enabled for your teachers. 

Here are two knowledge base guides around the Enhanced Permissions: 

Hi Hannah,

Yes, we ensured that the “Work Ticket” permission option was unchecked for both the staff and faculty roles. That makes it especially odd that the issue keeps happening. Thus far, we have seen this with about a dozen teachers. 

Is it possible that some settings were spun off as part of that migration and so those teachers are being caught up in a secondary policy? For example, as part of the migration we had a bunch of User-scoped permissions that were created (so Agent X not only had the “Agent” Permission policy but also had an “Agent X” Permission policy. I wish there was an easy way to search by user to see what permissions are granted to them but I don’t think there is.

@MDrew 393fdd0 chelmsford I have looked into your site and see that option is not enabled. I have looped in your dedicated CSM and our support team. 

Apologizes for this inconvenience. 

Hi - David from West Contra Costa USD, here. This exact issue is happening with us, too. I’ve gone so far as to create entirely new policies and ensuring “Work ticket” is not selected. We have dozens of teachers that have started a ticket and assigned it to themselves.

@DOliver 8708490 wccusd and @MDrew 393fdd0 chelmsford 

Discovered the over site here. There is a Site Option that controls what “follower” of ticket can do with tickets. When a user submits a ticket they are automatically made a follower of a ticket.  

So the “Follower Delegation” site options will need to be adjust and remove the “Ticket.work” option. 

The reason we’ve enabled tickets.work in our Follower Delegation section is so that agents can reassign and work tickets that aren’t in their respective teams.

 @DOliver 8708490 wccusd 

Okay, so you can create a rule that when a ticket is created “Remove all Followers.” Have the rule “continue to the next rule” and move this rule to the top of the rules list.

This will remove the requestor as a “follower” but they are still the “owner” of the ticket. So they will continue to have access and receive all the notifications regarding this ticket. Removing them as follower removed their access to work the ticket. 

Attached a video of me testing out this workflow. Please let me know if could work for you.

 

Thanks for your quick responses! If I create this rule, it will remove any followers/ccs that the requester added when creating the ticket though, right?

Correct, that is the downside of this, if you have that site option “Prompt for additional users to be notified when creating tickets” where you allow requestors to add people as followers when submitting a ticket. It will remove those users as followers of the ticket as well. 

 

We are experiencing the same thing. This started with when the enhanced permissions were enabled for our District. We’re looking into the new enhanced permissions to prevent staff from assigning tickets to themselves as we don’t like the idea of removing “all followers.”

@vince Do you have the “work ticket” permission for those staff? Additionally, do you have follower-deligated permissions enabled? 

We have removed the “tickets.work” from the delegation. And we do not have the work tickets permissions set for our permission policy for “staff.” See below:

However, my question is with the follower delegation set to "tickets.view" will the follower be able to make comments? We use this for approvals, etc. For example, add your manager as a follower, then put a comment in the ticket requesting approval from the manager. Will the manager be able to add comments to the ticket when as a follower with "view" rights only? 

@vince Yes, they should be able to; followers are able to comment on any ticket. 

Hello, We are experiencing the same issue. I’ve checked the faculty and staff permissions; they do not have “work tickets” enabled and the only option under follower delegation is "tickets.view". Is there somewhere else I can look?

​@CAustin Just to confirm the issue here, faculty and staff are able to see and start the ticket to work. Is there anything else they are able to do? 

​@Kathryn Carter Yes, that is correct. Staff and Faculty can work their own tickets. They cannot reassign them, but they can start them, add actions and resolve them. 

​@CAustin I have been looking into this for days. Looking into your permissions, it looks like staff and faculty have the ability to resolve their tickets. Can you submit a ticket to our Support Team for this? It might be something on the back end that I am missing. 

​@Kathryn Carter I have created a ticket, and it has been referred to the engineers!