Feature Requests
Share ideas, discuss and vote on requests from other users in community
 

Stop Clients Closing Tickets

DavidBee shared this idea 6 years ago
Investigating

I think it would be a great idea if we can stop clients closing certain tickets.

For example I would like to stop clients closing tickets that have been opened internally by our abuse department. We normally set these tickets to a custom status and monitor. We would like to only close these internally when we see fit.My idea could be implemented on a ticket by ticket basis or department wide.Discuss below and let me know what you you think of my idea.

Comments (20)

photo
1

Totally agree. Abuse tickets and other important issues should only be allowed to be closed (solved) by the staff. Sneaky users will try to avoid attention otherwise.

photo
1

Any updated?

photo
1

What file do I need to put

  1. {
  2. global $smarty;
  3. $smarty->assign('showclosebutton',false);
  4. if($_REQUEST['closeticket']){
  5. $smarty->assign('errormessage','This Ticket can be closed only by Support Staff!');
  6. }
  7. }

in?