Tickets cannot be closed by users

igs_aurquizo

I have implemented the OSTicket platform version 1.18 in my company where I have created several work teams and departments for each agent. Currently there is the problem that some tickets cannot be closed with "publish reply" only allowing it to be closed with "publish internal note".

As seen above, it seems that this problem appears when there is no help topic or when the user sends email to 2 emails registered in osticket.

Your support please with this case

KevinTheJedi

igs_aurquizo

When two system emails are in the recipients the system will set the department to the first email and then Refer to the other department. When a Department is referred the agents in the department will have view only access to the ticket. You can learn more about referrals here:

https://docs.osticket.com/en/latest/Features/Ticket%20Referral.html

In order for an Agent to close a Ticket they must have Department access to the ticket with appropriate permissions or must be directly assigned the ticket (or via team).

Cheers.