Action Manager: Permissions To Control Assignment & Resolution of Actions

Product Version History

Purpose of this Feature

This feature adds granular permission controls to Action Manager, allowing organizations to manage who can assign actions to others and who can reopen resolved actions.

Problems it solves:

• Previously, any user could reassign actions — including reassigning other users' tickets
• Any user could reopen resolved actions with no restrictions
• The UI showed "-" for unassigned tickets, which was unclear

Who benefits:

• Organizations needing tighter control over action workflows
• Supervisors who want to manage ticket assignments centrally
• Teams that need to prevent resolved actions from being reopened without authorization

Key Functionalities and Workflows

New Permissions:

UI Improvement:

• "Unassigned" now displays instead of "-" in all assignment dropdowns and lists

Step-by-Step Usage Instructions

Assign Permissions to a Role

1. Navigate to the Admin pages
2. Go to Roles & Permissions
3. Select the role you want to edit
4. Enable or disable can_assign_actions and/or can_reopen_actions
5. Save the role

Assigning Actions (Without can_assign_actions)

1. Navigate to an action in Action Manager
2. Click the Assigned To dropdown
3. You will see two options:
   • Unassigned
   • Your name
4. Select your name to assign the action to yourself
5. Select Unassigned to remove yourself from the action

Note: You cannot assign or unassign other users, and you cannot reassign a ticket currently assigned to someone else.

Assigning Actions (With can_assign_actions)

1. Navigate to an action in Action Manager
2. Click the Assigned To dropdown
3. You will see:
   • Unassigned
   • A list of all users who have Action Manager access and access to the ticket's site
4. Select any user to assign the action to them
5. You can reassign actions currently assigned to other users

Reopening Resolved Actions

Without can_reopen_actions:

• If you attempt to reopen a resolved action, an error message displays: "User permissions prevent re-opening actions"

With can_reopen_actions:

• You can click on the Resolved status to reopen the action and change it to another status

Configuration or Setup Requirements

Prerequisites:

• Permissions are configured in the Admin pages under Roles & Permissions
• Only users with admin access can assign permissions to roles

Permission Scope:

• can_assign_actions — Controls whether a user can assign actions to other users
• can_reopen_actions — Controls whether a user can reopen resolved actions

Assignment Eligibility:

• When assigning actions, only users who meet both criteria appear in the dropdown:
  1. User has access to Action Manager
  2. User has access to the site where the action's scope is located

Expected Outputs or Reports

Assignment dropdown behavior:

• Users without can_assign_actions see only themselves and "Unassigned"
• Users with can_assign_actions see all eligible users for that action's scope

Reopen behavior:

• Users without can_reopen_actions see an error message when attempting to reopen
• Users with can_reopen_actions can change the status freely

UI display:

• All assignment fields now show "Unassigned" instead of "-" for clarity

Appendices

FAQ

Q: Can a user without can_assign_actions unassign themselves from a ticket? A: Yes. Users can always assign or unassign themselves, regardless of permission.

Q: What happens if a user without can_assign_actions views a ticket assigned to someone else? A: They can view the ticket but cannot change the assignment.

Q: Where do I configure these permissions? A: In the Admin pages under Roles & Permissions. Add the permissions to the appropriate roles.

Q: Does can_reopen_actions affect any status other than Resolved? A: No. This permission only controls the ability to change a Resolved action back to another status.