Closing ticket by Ticket Owner Only

[LeeTV1]

Hello
Where do I begin by adding code (and what code do I add) only to allow a ticket owner to close a ticket?

(i.e., if another user, a non-ticket-owner, opens another user's ticket and they try to close it, how can we prevent the closure of the ticket if that user is not the ticket owner? (i.e., prevent the closure, warn the user, and log the attempt to close).

TIA.
Lee

[jstanden]

Unfortunately, it's currently easier to revert the change after the fact than to prevent it. That should change in the near future with record update validator automations.

You can use the record.changed automation event to detect when the status of a ticket record transitions into the closed status. It includes the actor (e.g. actor__type == worker, actor_id == 123).

You can compare actor_id to record_owner_id. The event also includes was_record_owner_id to revert.

You can trigger any kind of action when it happens (log entry, comment, Slack post, email, webhook, etc).

It's also possible to cut down on the opportunity for someone to close a ticket improperly. On ticket profiles, you can edit the 'Status' widget and add a hidden@bool: condition to the 'Close' shortcut button. If a worker isn't the current ticket owner you can hide the button entirely. It would still be visible in worklists or the popup record editor.

We're planning to get record editor validation automations into 10.5. That would let you use custom logic to accept/deny any record changes.

[LeeTV1]

I still have this email on my list of things to follow-up. I’m guessing that this will be easier in 10.5? Lee

…

On Aug 14, 2023, at 8:16 PM, Jeff Standen ***@***.***> wrote: Unfortunately, it's currently easier to revert the change after the fact than to prevent it. That should change in the near future with record update validator automations. You can use the record.changed <https://cerb.ai/docs/automations/events/record.changed/> automation event to detect when the status of a ticket record transitions into the closed status. It includes the actor (e.g. actor__type == worker, actor_id == 123). You can compare actor_id to record_owner_id. The event also includes was_record_owner_id to revert. You can trigger any kind of action when it happens (log entry, comment, Slack post, email, webhook, etc). It's also possible to cut down on the opportunity for someone to close a ticket improperly. On ticket profiles, you can edit the 'Status' widget and add a ***@***.***: condition to the 'Close' shortcut button. If a worker isn't the current ticket owner you can hide the button entirely. It would still be visible in worklists or the popup record editor. We're planning to get record editor validation automations into 10.5. That would let you use custom logic to accept/deny any record changes. — Reply to this email directly, view it on GitHub <#63 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/BAXT3DZEQUXUG3TFHZOJ7NLXVK5XBANCNFSM6AAAAAA3NBWKAM>. You are receiving this because you authored the thread.

[jstanden]

Hi Lee!

Yeah, at the moment you're better off catching the change and reverting it with a record.changed automation.

We have several feature requests that would benefit from having custom pre-save validation on record editors. It's high on my list for 10.5.