Hey there,
I have two values under the ticket state "closed"; Resolved and Closed.
We would like that our agents are only able to put a ticket status to Resolved. We also want the ticket status to be switched back to Open upon end-user reply , so we cannot put this Resolved value under the open state as this function does not exist there...
(FYI: we use the auto-closer plugin to switch to the "Closed" status)
In the agent roles, if I prevent them from "closing" tickets it prevents them from switching ticket status to any value under the "closed" meaning that "Resolved" will also not be possible....
Do you guys see any solution to this? I am pretty sure this is not possible via admin configs, but I was thinking that perhaps using some Jquery I could hide the value "Closed" from the menus... but not too sure how I would achieve this, any thoughts?
