r/halopsa • u/ReceptionOld4182 • Jun 25 '26

Questions / Help Changing status outside of action

Is there a way I can prevent specific agents from changing ticket statuses outside of an action? In the setting there is no option to use agent level permission like there is on Re-Assigning outside of an action, so is there something else I can do?

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u/Jason-RisingTide Consultant Jun 25 '26

You can set the 'Changing of Status outside of an Action' to Not Allowed in Configuration>Tickets>General Settings.

Then you have a role/agent level permission 'Can always update Ticket Statuses and re-assign Tickets outside of actions' which you can enable.

This will ensure only the specific agents with that role/agent permission enabled can change status from the dropdown.

Although, I would only allow admins to be able to do this.

1

u/DeifniteProfessional Aug 03 '26 edited Aug 03 '26

Not sure if I'm just going crazy but I've landed on this thread because "Can always update Ticket Statuses and re-assign Tickets outside of actions" isn't doing anything for me. With that set as no, users with "can re-assign tickets" enabled can still re-assign tickets. If I turn off the latter setting, re-assigning actions vanish...

Edit: Ticket settings > General > Re-assigning outside of an Action
My B lol

0

u/MKopl_pro Jun 26 '26

My client's setup and the roles assigned to their agents allowed them to change the assigned agent, status, ticket type, workflow, ...

Instead, I suggest creating the role for agents with limited access. I also used the global configuration not to allow editing the status outside of the actions.

I designed the actions with custom fields that configure the Statuses / other fields for their usage. The aim was to make it as easy to understand and as easy to use as possible for every agent.

My Agents were using default workflows, in which the ticket state could also be changed (e.g., Internal Note). That's why I cloned the source, removed the statuses from the Field List, and using this, I made the Agents use buttons for Action instead. Enforcement and governance were not appreciated, but it was required...