Luca Maranzano wrote :
we are currently using Otrs 2.3.4 and planning the upgrade to the 3.0.
In our current setup, it is possible for an agent to close a ticket which has already been closed. Is it possibile to prevent this operation? this is a problem for us, since it breaks the time counting and the SLA associated with the particular queue.
Hi Luca, I would try to control the possible states for closed tickets via ACLs (http://doc.otrs.org/2.3/en/html/c1947.html). Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123