Still able to resolve calls when resolve is locked

[Dan Munns]

Hi all,

I have come across some strange behaviour in our instance where by a couple of analysts (at least) can still resolve calls even though the resolve button is locked.

Neither of them have admin roles at all. The roles they have assigned are as attached (as are the settings of the 2 custom roles) 

Any ideas? 

 

[Victor]

@Dan Munns one of the custom roles specifically gives rights to update locked requests (second screenshot)... so they can use the action even if is locked... unless I am missing something here...

[Dan Munns]

@Victor I was under the impression that 'Update Locked Request' allows you to add an update to a request that is on hold. In fact I believe that we tested this role to prove it. 

If I remember correctly (and that can be hit and miss) it allows to add an update to an on hold call but nothing else (no attachments or anything) or have we found a loop hole and it isn't supposed to do one or the other? 

[Victor]

@Dan Munns the term/word "update" might be a bit confusing in this situation... update means a "generic" sort of update, like something new happening on the request... resolving, for example, is technically an update. So by having this right, you can "update" the request ((the generic mean of update)) using a locked action... does it make sense? (cloud be I am not very coherent today, need more coffee perhaps)

[Dan Munns]

@Victor Ok makes sense. Is it supposed to allow updates to on hold calls as well then? If so then it doesn't seem to have been advertised and if I remember rightly there was a thread updated not long ago about on hold calls. It wouldn't be what everyone is asking for but more a little step in the right direction. 

I think the request has been open on the forum since last year to be able to edit on hold calls. 

[Victor]

8 minutes ago, Dan Munns said:

Is it supposed to allow updates to on hold calls as well then?

@Dan Munns I have no idea...  ... I'll let one of our dev guys to answer this...

9 minutes ago, Dan Munns said:

if I remember rightly there was a thread updated not long ago about on hold calls.

Do you know what thread is this? I can't find any... but I am very bad at searching, I never seem to get the searching right

[Dan Munns]

@Victor my bad, I missed the line where it says they can update the call ok just nothing else. 

Looks like its just me then and the update locked request has nothing to do with a call being on hold. 

Its ok ill remove the role and see who screams about it.  

[Victor]

@Dan Munns 

9 minutes ago, Dan Munns said:

ill remove the role and see who screams about it

..as the tagline of one of my all-time favorite movies says: In space, no one can hear you scream. Might be an option for the ones who complain...  (could be a bit expensive to get them there though)

[ArmandoDM]

 

@Dan Munns,

the lock actions is not related to the on-hold requests. It just disable the actions on the request page.

Regards

Armando