Only Support Desk/Single User can close Ticket.

[nici338]

Hello guys

My question is: Is it possible that the support desk has to confirm a ticket as really closed after the Agent has "closed" it?

Thanks in advance!

Nicolas

[EXG133]

I don't know of any out of the box solution but this might work:

use ACL's to hide the real closed state
let your agents put a ticket in resolved/fixed/...
Your support desk can use a search template to find all tickets in resolved OR you can use an event based task to move it to their queue

[reneeb]

Use ACLs to disallow AgentTicketClose and all closed states when the support desk hasn't confirmed that the ticket is closed.

To implement the confirmation, I would create create two new ticket states:

* wait for support desk - close
* support desk confirmed

When the agents wants to close a ticket, he/she has to select "wait for support desk - close". The support desk agents can confirm the ticket by selecting "support desk confirmed".

If you want the support desk to acutally close the ticket, you can leave the second new state and the support desk can close the ticket instead.

[nici338]

Thank you guys for your quick response time..
I think this will definitely help.