search

osTicket / osTicket

The osTicket open source ticketing system official project repository, for versions 1.8 and later
osticket.com
GNU General Public License v2.0
3.24k stars 1.66k forks source link

Requirements -- Lock closed tickets and requirements that can set ticket status as a filter #6221

Open ghubxyz opened 2 years ago

ghubxyz commented 2 years ago

osticket 1.16.3

When the ticket is closed, the agent can still edit the ticket.

ntozier commented 2 years ago

If they have access to the ticket, yes they can.

ghubxyz commented 2 years ago

If they have access to the ticket, yes they can.

Due to some rules of the team, it is required to provide an option to lock closed tickets.

ntozier commented 2 years ago

Then you would need to make it so that the Agent doesn't have access to the ticket(s).

ghubxyz commented 2 years ago

The team added some custom fields on the ticket for statistics. The team is also responsible for ticket processing and management. So the ticket is always in the same group as the team. In some cases, when there is a problem with the ticket review, it is necessary to reactivate the ticket for processing.

ntozier commented 2 years ago

This is going to sound circular, but then they will be able to edit the tickets while closed.

ghubxyz commented 2 years ago

Thanks. It is hoped that this requirement will be added in a future version.

ghubxyz commented 2 years ago

Because there is currently no way to lock a ticket in a closed state. Try setting 'closed' department and 'open' department to isolate tickets. However, the ticket status cannot be set as a filter condition in the filter rule. It is not possible to automate the belonging department of closed and resolved tickets using filter.

protich commented 2 years ago

Abilitty to edit is not ticket status dependent at the moment. What you can do is make agents you don't want to edit closed tickets have limited access - meaning they'll only see assigned open tickets. Once a ticket is closed it dissapears from thier queue.

Another option is to manually transfer closed tickets to a departmet inwhich agents don't have limited permission.

no-identd commented 2 years ago

This is a common requirements for ticketing tools. I wonder whether one could use referral mechanics combined with rules/filters to actually accomplish this, albeit it'd make the process & UX a bit absurd.