KACE Product Support Question

How to close tickets using User Portal but not an admin

11/14/2017 861 views
We have another department using our ticket queue in the user portal to open and close their tickets. Everything is working for them with the exception of being able to resolve or close tickets. The status option is not available for them to use in the user portal.
Is there a way to set it up for them to be able to do this or code the ticket as resolved so I can use a ticket rule to close?
All of their tickets are assigned to a group, we don't want them being default ticket owners or using the admin portal because we don't want them seeing everything that comes into the IT Department.  
They only have 5 categories and are not using the ticketing system worth my time of creating a new queue - which I don't think you should have to do anyhow to allow others to use the ticketing system as technicians. I have posted on uservoice about that.
Any suggestions are appreciated. 
Answer Summary:
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  • I don't want other users to be able to change the resolution so I will create a custom field and then a rule. Was wondering if anyone had possibly found a different way to accomplish this. Thanks

Answer Chosen by the Author

You should be able to check the options for the Status column and set it to User Modify, that will allow anyone to change the status of their ticket in the user portal. The other option is to create a custom field and then a rule that will close the ticket based on that field.
Answered 11/14/2017 by: chucksteel
Red Belt

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