How to revoke ticket closing permission for agents

[valiza]

Hello,

we have following problem in our company. We have couple agents in OTRS, that are external specialist. We need possibility to assign tickets to those agents, bot not give them permissions to close the tickets? They only should be able to view ticket, add note and so on, but not close the ticket - and the most important thing is, that we want to see that the ticket is assigned to those agents. So we can't revoke owner permissions - because then we can't assign tickets to them.
We tried enable "responsible" field option, but it works similar to "owner" function - they can close the tickets.

Is there any way (some ACL maybe) to configure agents in such way, that we can assign tickets to them, we can monitor their activity, but they can't close the tickets.

Thanks in advance
Łukasz

[crythias]

Admin, Syconfig, Tickets
Edit Config Settings in Ticket -> Frontend::Agent::ModuleRegistration
Frontend::Module###AgentTicketClose
Frontend module registration for the agent interface.

Basically, you'll want to assign "Agents who should have close ability" to a group, and add that group (+) to the above location.