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

How to disable thread-event action of agents in client side

Hello ,

I'm trying to remove the thread-event action which display all the actions of Agents and Customers in ticket view, because agents has many ticket status which they don't want customers to see.

for exmaple: A customer as created a ticket and agent as made some status on the ticket. Every action and response will be seen in ticket view by both agent and customer. what I am trying to do is to remove all thread action messages taken from agents in client view ticket.

Any help would be great
Thanks in adavance      


  • edited December 2017
    That is not a feature in osTicket at this time.  

    You would probably want to train your agents not to change statuses unless they are sure it should be changed.

    That being said it appears that only ticket status changes are shown to the User.
  • Hello ntozier,

    Thank you for the reply, I was wondering cant I do some changes in .php files so that customers who opened the ticket cant see the status of tickets what agents have changed because we have too many statuses for a ticket.

    Thanks in advance.
  • Below image is a test ticket example and I am trying to remove the yellow marked content(thread action), Any help regarding this would be greatly appreciated. Thanks in advance. 
  • You are more then welcome to alter the core files as much as you want.  

    However keep in mind that doing so you are responsible for the code and you lose support for the product and will also lose your modifications when you upgrade if you dont use some sort of RCS to back them up (or manually do so).
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