@-Icon and W-Icon

micha141076

Hello.
In my system, I have various tickets with an @ icon. But there are also some with a W icon. I cannot complete or resolve these. What could be the reason?

BR
Micha

RBGE

micha141076 That just indicates the source. @ means it was sent by email and the w means it was entered via the web form (you'll also see a telephone handset icon for any that have 'Phone' set as the source).

As to why they can't be resolved, it'll be a separate issue. What error appears when you try to do so?

micha141076

I cannot change the ticket status. These tickets (only those with W) are always open.

KevinTheJedi

micha141076

Check your Agent's Role Permission for the Ticket's Department. You may not have the Permission to Close Tickets.

Reference:

https://docs.osticket.com/en/latest/Admin/Agents/Roles.html

Cheers.

micha141076

OH, That was the Problem. Thank You. Sorry, I overlooked that...