Helpdesk for Complaints Management
Hi Everyone
Im looking into using the helpdesk for complaints management where one user (maybe the receptionist or like) logs the complaint and then assigns an owner to the particualr ticket which could be any member of staff who would then add comements etc.
I have setup the helpdesk so that on one user can submit a ticket (by using a label) and owners are assigned. Owners are setup using a label which most staff are in this label
However, once a ticket is submitted and and the owner is assigned, that owner can then submit tickets which i dont want them to do. Am i going about this the right way or is this by design or possibly a bug?
Many Thanks
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Theoretically you could create a rule that if anyone other than the receptionist creates the ticket it gets closed automatically, but that's really fixing a people problem with technology, when it might be better to make sure everyone understands the policy that only the receptionist is to be creating tickets in this queue. - chucksteel 11 years ago