+5We have business rules applied to tickets and service items. When the agent goes directly into a ticket to edit it, the business rules are applied. However, if they simply try to update the ticket from a Ticket List View, they can do whatever the heck they want - business rules are not applied.
For example, if a ticket status is in a state of Pending approval - in the ticket, their only options are Pending approval, or Cancel. From the ticket list view, they can see every status in the system.
Hi.
This behavior in Ticket lists is reported to Freshworks/Freshservice in June and confirmed as a bug. The disabled statuses were also visible in the Android app, but not in iPhone.
Changing to a disabled status (in Ticket list) did not affect the ticket status when we tested this, which is a bigger problem still. Agents believed they changed the status but status wasn’t changed.
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