In customer helpdesk system, the L1 engineers are able to move a Service request to 'Waiting for HOD approval'. The helpdesk co-ordinator doesn't want to allow the L1 engineers to change the ticket seeking an approval. How co-ordinator can handle this?

[hari]

Instruct the helpdesk co-ordinator to check if all such L1 engineers are part of a role say ‘L1 engineers’ and ensure the role is not selected under workflow configuration for the ‘Possible State’ = ‘Waiting for HOD approval’. Also check whether the L1 engineer is not part of any other role which has access to the relevant workflow.