Hello,

 

You can very easily disable the Reply button in Customer Frontend for closed tickets, using Follow up Option in Queue administration. Just set the setting to Reject for all Queues and Customer will not be able to reply on closed ticket.

 

 

Martin Jerga

ITSM Consultant

Tempest a.s.

tel: +421917792942

 

From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Moises Silva
Sent: Tuesday, June 6, 2017 8:05 PM
To: User questions and discussions about OTRS. <otrs@lists.otrs.org>
Subject: Re: [otrs] Disable the button reply for tickets closed

 

Hi ,

 

   This solution only block the option Reply for Agents, but I´d like to block the button Reply for Customer.

   I tried to use in Action the option 'CustomerTicketZoom', 'ReplyCustomerTicket', 'Reply', 'ReplyButton', 'RichText' and I am able to see yet the reply button.

   Do you have any idea as I can disable this button? 

 

Regards,

 

 

 

On Tue, May 30, 2017 at 4:49 PM, Florian Edlhuber <florian.edlhuber@gmx.de> wrote:

Hi,

29.05.2017 22:59 - Moises Silva schrieb:

>   Is there anyone that know if possible to disable the option reply
> for tickets with states "closed successful", "closed unsuccessful" and
> "closed with workaround"?

have a look here
http://doc.otrs.com/doc/manual/admin/stable/en/html/customization.html#acl-reference
 

    Properties => {

        Ticket => {

            State => ['closed successful', 'closed unsuccessful', 'closed with workaround'],

    PossibleNot => {

         Action => ['AgentTicketCompose'],

should work fine :-)

--
Florian

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