Closed tickets

[lomach]

I have two problems with closed tickets:
1) How to protect them from writing notes in?
2) How to let the agent know that ticket is closed when he open a ticket zoom (e.g. specific colour, big banner, anything that will inform the agent that the ticket is closed)?

[jojo]

1) you can use ACLs for this
2) not possible without development

[lomach]

1) you can use ACLs for this

thank you for your answer.
Could you explain how can I use ACL?
Note in closed tickets is the only way to reopen them without sending an email.
With ACL we can remove the Note link. And how to reopen ticket then?

[Daniel Obee]

http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68

You can still reopen tickets via the FreeFields Dialog (provided you allow state changes here).

Greets
Daniel

[lomach]

I haven't got you.
Could you explain, please.

http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68

You can still reopen tickets via the FreeFields Dialog (provided you allow state changes here).

Greets
Daniel

[Daniel Obee]

If you allow state changes for the ViewFreeFields you can open tickets there.

Greets
Daniel