Retain Access to Closed Tickets Previously Assigned to Agent (v1.17.3)

ait1

osTicket Version: 1.17.3
When the “Limit ticket access to ONLY assigned tickets” setting is enabled, osTicket restricts agents to viewing only tickets currently assigned to them or to their team, regardless of department access. However, once a ticket is moved to a closed state, the assignment is dropped and agents lose access.

This is limiting for organizations that require:
Post-resolution reviews
Quality assurance checks
The ability for agents to follow up or correct errors
Reopening a case based on further customer feedback

Proposed Behavior:
When “Limit access to only assigned tickets” is enabled, allow agents to:
Read previously assigned tickets, even after closure
Update (add internal notes or corrections)
Reopen tickets they were assigned to before they were closed

Anyone know how to fix it? Thank you.

KevinTheJedi

ait1

There is nothing to "fix" as it is working as intended. Once a Ticket is Closed the assignment gets removed (as it's closed). If an Agent is limited to only assigned Tickets and closed Tickets have no assignee then they will not be able to see them; simple as that.

What you can do is create a Feature Request on Github (if there isn't one already) to request such a change. Other than that you'd need to modify the codebase to your liking. We do not have any guides or documentation on how to modify the codebase. When modifying the codebase you are always on your own as you are deviating from core. Our code is publicly available on Github. Github has a great search feature and even a nifty code tree/glossary that helps in navigating the codebase. You will proceed at your own risk. Good luck!

Cheers.

ait1

KevinTheJedi Thank you for the reply. I'm wondering if osTicket allows administrators to create custom roles with specific permissions, and then assign those roles to agents?

KevinTheJedi

ait1

Of course, they create a Role, define the set of Permissions for that Role, then assign the Role to the needed Agent via the Department you want them to have access to.

References

Cheers.