ACL: http://otrs.github.io/doc/manual/admin/stable/en/html/customization.html#acl-reference. Code usually ends up in Config.pm.

You might (untried) do something like:

$Self->{TicketACL}->{'199-Postmaster-no-close'} = 
{
    Properties =>
        {
            Queue =>
            {
                Name => ['Postmaster'],
            },
        },
        PossibleNot =>
        {
            Ticket =>
                {
                    State => ['closed successful', 'closed unsuccessful'],
                },
            Action =>
                {
                    'AgentTicketClosed',
                }
        }
};

As I said, untried, can't confirm this is valid code, that it works as typed, or that all pieces are relevant to your situation. 

On Fri, May 29, 2015 at 7:02 PM, Scott R. Morgan <smorgan@mamafus.com> wrote:

How can I setup the Postmaster queue so that tickets cannot be closed in the queue, required an agent to instead assign the ticket to a new queue before closing?

 

Thank you!

 

Scott R. Morgan
Director of Information Systems

Mama Fu's Franchise Group

scott@mamafus.com /  http://www.mamafus.com

 


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