Access Denied for Closed Tickets

fakealiv

Hi, I'm Aliv. I use v1.18.2 osTicket.
I really need an advice on how access work on Tickets. I give 'Expanded Access' also plotting them in a Team and Departement neatly associated so that they can access 'Closed' tickets. But somehow, they can't access several most recently Closed tickets, they only can access them about a day later.

I read someone talked about giving Role 'can view closed tickets' but it seems that my osTicket version doesn't give this option anymore. I also read someone suggested to uncheck 'only assign ticket', I did. but my problem above still appear. Would you mind giving me another possible suggests I can try?

KevinTheJedi

fakealiv

You need to provide more information. What department is the ticket apart of? What departments do the agents have access to that cannot access a ticket?

Cheers.

fakealiv

KevinTheJedi its called DBA departement, contains ticket associated with a DBA team with agents both associated. the ticket, departement and team are connected, but agents associated still cannot access the closed ticket.

KevinTheJedi

fakealiv

Departments and Teams are not connected. The point of a Team is to group Agents together from across multiple Departments. When closing a Ticket the assignment is completely removed (from both individual Agents and Teams). So this means the Team will not be able to see the Ticket after it has been closed if they are not apart of the Ticket's main Department or a Referred Department.

Cheers.

fakealiv

KevinTheJedi understood. then whats the best practice for that?

KevinTheJedi

fakealiv

Either give them access to the needed Departments or Refer the Agents/Team.

Cheers.

fakealiv

thankyou!