We have received a new requirement that needs to prevent users from updating the ticket status unless they are a member of the group assigned to the ticket. Has anyone done this? It's important because of SLAs and the impact of taking a ticket off Hold. Scenario: User 1 is in the group assigned to the ticket and places it on Hold. We want to prevent User 2 who is not a member of the group from changing the status to something like In Progress. This can't be done via data partitions, so I'm hoping someone can suggest an alternative.
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Service Desk Administrator
City of Dallas-GTS Technology Solutions
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