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How to lock or unlock a ticket

Updated on : December 14, 2022

When a ticket is locked its properties cannot be edited or updated. It prevents unnecessary editing in ticket properties by unauthorized users. Only users who have permission can unlock or edit the ticket. This feature is useful when you need to restrict ticket properties edited by other users apart from certain set of users.

Locking a ticket

Follow the given steps to lock a ticket:

  1. Open the ticket which needs to be locked.
  2. Click on more option and select the Lock Ticket option to open a dialog box.
Menu where the user can find option to lock ticket
Ticket menu pop-up
  1. Select the Lock Ticket option in the dialog to lock the ticket.
Lock ticket dialog box
Lock ticket dialog box


Note: A ticket which is locked is denoted by a tag Locked.

Denotes whether ticket is locked or not
Ticket details denoting locked ticket


Similarly, on the ticket list page, it is denoted by a padlock symbol on the ticket.

Ticket list denoting that the ticket is locked
Ticket list denoting a locked ticket


History is also logged while locking or unlocking a ticket. This helps the user to find who has locked the ticket.

History log for locking and unlocking ticket
History log for lock and unlock ticket


Note: When a ticket is locked, users who don’t have permission cannot edit the properties of that ticket like status, title, tags, assignee, response due, resolution due, and other custom properties.


Unlocking a ticket

Locked ticket properties can be edited or updated only when they are unlocked.

Only users who have permission to unlock a ticket can unlock the ticket.

Follow the given steps to unlock a ticket:

  1. Open the ticket which needs to be unlocked.
  2. Click on more option and select the Unlock Ticket option to open a dialog box.
Menu where the user can find option to unlock ticket
Ticket menu pop-up
  1. Select the Unlock Ticket option to unlock the ticket.
Unlock ticket dialog box
Unlock ticket dialog box


Advance filter to filter locked tickets

The user can also filter all the locked tickets using the advance ticket filter

Select Ticket Locked is Yes and press apply to list all the tickets that are locked.

Advance filter to filter tickets which are locked.
Advance filter


You can also list tickets that are locked by a specific user by selecting Locked by value for filtering.

Advance filter to filter ticket which are locked by a particular user
Advance filter


Permission to lock or unlock a ticket

For accessing the Lock ticket feature, an agent should have the Lock or Unlock ticket permission assigned to his or her role. Refer to this article to know more about Roles and permission.

Permission required for an agent to lock or unlock ticket
Manage agents permission


PermissionExplanation
Own locked tickets can be unlocked, but locked tickets cannot be edited.1. Can unlock a ticket which is locked by that user.
2. Can lock a ticket.
3. Cannot edit a locked ticket.
Own locked tickets can be unlocked, and locked tickets can be edited.1. Can unlock a ticket which is locked by that user.
2. Can lock a ticket.
3. Can edit a locked ticket.
Anyone’s locked ticket can be unlocked, and anyone’s locked ticket can be edited.1. Can unlock any ticket.
2. Can lock any ticket.
3. Can edit a locked ticket.

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