Clearly, the helpdesk technicians can change the ticket status. But can the end user also change the status? I think that should not be allowed. But how can you prevent it?

hi
We get this mistake from no exactly where after i create an incident solution -- it states Relationship TICKETSTATUS doesn't exists for the INCIDNET business item. I examined check in object and relationship below Database Configuration -- which relationship do exist.

Will anyone know the reason why 'm I obtaining mistake ? -- no one claims they made any kind of modifications

many thanks

Please delete your post and create a new thread.

I have not read this far into the book but will try to offer some suggestings now.

First you can limit the users so they can only change and/or read their own only, probably can let them read all for the Help Desk.

As I mentioned I have not read the chapter yet but in some of my own workflows I often hide the status field, or set to Display only on the forms. I try to use a workflow to update it on behalf of the user (which should be IT but could be the user as well for the help desk). I also often remove the Delete right from the users so only IT staff can delete a request.

rkushner, it appears that this list has approvals turned on. User could make the change but until this change is approved it will not be saved to the current list item. This approval system will work but its more likley that it will cause more work for the helpdesk staff that have to approve every change on the list, including their own.
I guess it will all depend on your users and how often you think they'll be missing with the Status column. Also keep in mind, based on the setup described, users can only mess around with their own tickets. And for that matter they can only see their own tickets.

On my help desk all staff can see all other tickets, which is good in that users can see if someone else has submitted a similar issue for the broken shared network printer, so that there is not 10 tickets for the same issue.