Is it possibile to block ticket reopening?
Hello all, 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. Thanks in advance. Kind regards, Luca
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
participants (2)
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Alexander Halle -
Luca Maranzano