Can I allow agents to move tickets to only certain workflow statuses?

Question

As in any service desk project, I often get portal customers submitting tickets as the wrong issue type.   I want to give my agents the ability to fix the issue type, but the "move ticket" permission comes with a problem in that it allows the ticket to be moved to ANY workflow state in the new workflow.

We have a necessary triage state that all tickets must begin in, and I don't want my agents bypassing the triage state or bypassing approvals by using the "move" function.

Any ideas to restrict the workflow states available while still allowing an agent to change a service request into an incident?

Thanks in advance!

Erin Blomert · Answer

Hi @Kristján Geir Mathiesen , that's an interesting point, thank you.... I will see what I can work out.

Kristján Geir Mathiesen · Answer

Hi @Erin Blomert

Good question. I have not found a way to restrict this. Once a user uses the Move feature, they can choose any status as long as the two workflows don't share a status. So one way to restrict this capability of users would be to make sure both workflows have the same beginning status (or even first two or so statuses). That way, the status is automatically chosen during the Move, as long as the issue is in the first one or two statuses of the workflow.

HTH,
KGM