
Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean

On 7/11/06 4:22 PM, "jtown@eml.cc"
Hello,
I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered.
The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate.
And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them.
/bump
Thanks in advance and sorry my English,
Jean
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Hi!
On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel"
The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface.
Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate.
Wouldn't that prevent that the user replies to the ticket while is opened? I'd like he could add notes or comments until I've had closed the ticket. Thanks again J

That is! Thank you very much
On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel"
On 7/11/06 4:22 PM, "jtown@eml.cc"
wrote: Hello,
I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered.
The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate.
And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them.
/bump
Thanks in advance and sorry my English,
Jean
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participants (2)
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Andy Lubel
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jtown@eml.cc