Hello.Would like to remove `Open` and `Resolved`Ticket Change Status options for agents and only have the `Close` Ticket Change Status for agents. But unable to find the code which handles the Ticket Change Status.Please help.
You can delete Resolved at Admin panel -> Manage -> Lists -> Ticket STatuses -> Items.There are several built in statuses that you cannot remove (such as Open).
Thanks for responding.I have removed the `Resolved` option with the procedure you have mentioned. But is it not possible to remove `Open`change status as well by means of code customisation ?If yes, in which file I have to make the code change ?
I guess it's not possible to remove the Open status, since then every ticket that is opened would automatically be closed which would not make sense and therefore Open status cannot be removed.
No. I would like that only AGENTS are not able to REOPEN ticket once it is closed. That surely can be done, can it not ?
Ah okay now I understand.
Unfortunately I doubt this will be easy to achieve that closed tickets cannot be re-opened. I guess you have to alter the source code to achieve it, since there is no permission to manage this currently.