How to review Closed ticket before enabling "Auto-refer on Close"

thuongvt

I've un-ticked for "Auto-refer on Close" options in Ticket setting. And now, Agent account cannot review content of Closed ticket of themself or ticket in their Department. I have re-enabled this option. But it only works with new closed ticket from now on. How can I fix this?

KevinTheJedi

thuongvt

There is no way to retroactively Refer the Tickets that came in when the setting was disabled to the needed Agents. So you need to go to the Tickets they can’t access and Refer them to the needed Agent(s).

References

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

Cheers.