Restrict technician ability to Create/Set Parent


We have a role for restricted technician that only allows them to update tickets that they are assigned. However, they still have the ability on any ticket to create and set parents (Problem, Change) that they can then cascade updates with, which allows them to update any ticket this way (as children) and bypass the permission "The user will be able to edit tickets for which they are primarily responsible"

Is it possible to restrict the ability for creating and setting parents on tickets, if not only for the ones they can't edit without the aforementioned permission? We don't want a restricted technician making messes if we can help prevent it.


Tags ticket create permissions security-roles problem change technician role tdnext permission parent security-role applications-security-roles parent-child securityrole edit-ticket set-parent setparent create-parent createparent limit limited
Asked by Anthony Nave on Wed 3/2/22 11:37 AM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 3/2/22 1:08 PM

Hello Anthony,

Unfortunately there isn't a restriction or permission that prevents the ability to Set Parent or Create a Parent ticket for a ticket, even if the accessing tech doesn't have permission to edit or update a ticket.

This could be a valuable enhancement idea though. You should submit this via our service here:

Mark Sayers
Sr Support Consultant, CS

No feedback
For what it's worth, earlier in my career, working with several different incident management systems, this has been an issue for all of them. It just never works out to try to restrict a ticketing user's ability to promote/merge, etc. and my perspective has been if you trust them to work tickets generally (edit, in particular) then you should trust them to promote appropriately. Deleting tickets is another situation entirely and that IS restricted already. But restricting promote and/or classification (we just had this discussion, can we restrict who can create a problem ticket vs incident or service request (no)) just can't happen and you have to live with it and that's fine. - Michael Press Thu 4/7/22 4:39 PM