Role Permissions for Reasons for Closures and Root Cause

Actions, API and Admin

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:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Roles.
  3. Click the Edit icon next to the role you want to modify.
  4. Choose the permissions to enable under the Actions > Managing.
  5. Click Save.

Now this user can add or edit items in the related drop-down(s) (found on the Admin > Actions Others tab).