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

[resolved] Disable reopen closed tickets

Hi,

I m facing several problems after upgrading OSticket from 1.9.14 to 1.10

1- Is there any way to stop ticket Creator reopening (change status) a closed tickets?

2- Can we assign to each team member a specific status that he/she can use to change a ticket status? I explain:

   For agent1 : must see only 'validated by responsible'

   For agent2: must see only 'Verified'

  For agent3: Close

3- Can we send an email to the agent when he/she must change a ticket status?


OSticket 1.10

Many thx

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Comments

  • Q: 1- Is there any way to stop ticket Creator reopening (change status) a closed tickets?

    A: You would edit the ticket status to not allow re-open.
    Admin p anel -> Manage -> Lists -> Ticket Statuses
    click on closed.
    click on Item properties
    untick Allow Reopen:

    Q: 2- Can we assign to each team member a specific status that he/she can use to change a ticket status? I explain:

    A: I am not aware of a way to give statuses to only one Agent.

    Q: 3- Can we send an email to the agent when he/she must change a ticket status?

    A: There is no mechanism for this in the UI. You would have to write a script that runs on cron/windows tasksched and checks for tickets in this status and sends an email to the agent.
  • Thx NTOZIER for your responses.

    I saw in another post that you suggested to add canned responses that could be sent to the end user in order to alert him.

    However, I want to add a new canned response that will be shown in 'responses tab' while creating a new ticket?

  • Canned responses are selected by agent (staff) to reply to users.
  • Yes, but where can I add and customize the response i want?
  • In the agent panel under Knowledgebase -> Canned Repsonses.
  • Thx you a lot!
  • Very welcome. 

    Are you all set?  Should I close this thread and mark it resovled?
  • Hi Ntozier thanx for your time!!!

    It's ok now yes you can close it..


    Thx again and again!!

  • Very welcome. :)
This discussion has been closed.