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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Disable auto-claim on reply

Hello,

What code do I comment out to disable the auto-claim on reply feature?  We need unassigned tickets that were closed to remain unassigned when reopened.

In other words, disable the "Reopened tickets are always assigned to the last respondent."

Thank you

Comments

  • Q: What code do I comment out to disable the auto-claim on reply feature?
    A: Admin panel -> Setting -> Tickets -> Claim on Response:
  • Hello Ntozier,

    I'm specifically trying to disable the "Reopened tickets are always assigned to the last respondent" feature.  

    image
  • I am not aware of any way to change that.
  • When the ticket is closed in the DB, staff_id = 0 if it was closed unassigned.

    When the ticket is reopened, staff ID changes to whoever closed it.  I'm pulling my hair out because nothing I change in class.ticket.php is keeping staff_id=0 when reopened.
  • So in the three years that have past since this post (and perhaps even a revision) has anyone solved this one.

    I to am pulling my hair out on this same problem.....
  • @Diego you would have to edit the core files.  It is working as intended.
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