Limit which user roles can modify the Reasons for Closure or Root Causes when closing tickets.
Unless otherwise specified, ticket users cannot modify the lists provided in the Explain & Close window when closing tickets:
To modify action permissions:
- From the top, right corner of the platform, click Settings .
- From the left navigation, click Roles.
- Click the Edit icon next to the role you want to modify.
- Choose the permissions to enable under the Actions > Managing.
- Click Save.
Now this user can add or edit items in the related drop-down(s) (found on the Admin > Actions Others tab).