closed tickets to be ro. [SOLVED]

[kenmurimi]

hi all?

I want my closed tickets to be read only. i.e once a ticket has been closed then it will not be possible to add any followups or even change queues by the agents.

thanks in advance.

[peter_sk]

I think, you can configure this option in Queue setup:



Peter

[kenmurimi]

thanks a lot Peter. is there a way i can make it ro for agents since for this i realize its only working for customers?

[crythias]

I think followup is not good. I think it means no tickets can have followups

Config Options: Ticket -> Core::PostMaster
PostmasterFollowUpStateClosed:
The state if a ticket got a follow-up and the ticket was already closed.

Set that to closed and it will keep the ticket closed.

But you can't keep tickets read only. And why would it be necessary? You have history on a ticket.

[Daniel Obee]

thanks a lot Peter. is there a way i can make it ro for agents since for this i realize its only working for customers?

You can use Ticket ACLs for this: http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68

Greets
Daniel

[kenmurimi]

peter_sk: thanks alot that made it possible have the tickets ro for customers.

Crythias : I dont want the the tickets edited once closed this is because for my case the customers are to close the tickets themselves once set to resolved by the Agents. i want then to create a new tickets instead. in my case a newticket=money so once they have closed one, next time they get a similar problem they don't take the advantage of reopening a similar ticket but create a newone. i have used acl and its working perfectly


Tisar: thanks a million it worked perfectly without any hustle.

below is the Acl i have used,

$Self->{TicketAcl}->{'ACL-Name-1'} = {
Properties => {
Ticket => {
State => ['closed successful'],
}
},
Possible => {
Action => {
AgentTicketLock => 0,
AgentTicketZoom => 1,
AgentTicketClose => 0,
AgentTicketPending => 0,
AgentTicketNote => 0,
AgentTicketMove => 0,
AgentTicketHistory => 1,
AgentTicketPriority => 0,
AgentTicketFreeText => 0,
AgentTicketCompose => 0,
AgentTicketBounce => 0,
AgentTicketForward => 0,
AgentTicketTicketLink => 0,
AgentTicketPrint => 1,
AgentTicketCustomer => 1,
AgentTicketOwner => 0,
},
},
};