other departments not closing any tickets

speedy

Does a mod exists to destict other departements not equal to the mail departement not to close any tickets but first assign it to the main queue to follow up?

And also that the clients can see their comment.

As somethimes a customer isn't intressted in the comment of second line support.

Thanks

masino_sinaga

Tell us more

Could you please explain us more detail by giving us some real example?

Sincerely,

Masino Sinaga

speedy

* A new ticket has been created. The administrators of alle groups are seing the tickets. The staf members from other department don't see any tickets. (Case like it is now).

* After transfering to the other department, and they solve the ticket the comment must not been send to the customer, but only an internal note.

* Instead of closing the call, it must be assinged back to the mail queue for closing the ticket and inform the customer.

masino_sinaga

Well, I think it depends on how the staff respond that ticket. If the staff respond the ticket by replying it, then osTicket will automatically send the reply to the client. If the staff respond the ticket by sending the internal note, then it would be not sent to the client, but only for the internal environment of staff.

Sincerely,

Masino Sinaga

speedy

Is there a way to modify this, so that button is unavailible for the other departments.

masino_sinaga

What kind of button do you mean?

Sincerely,

Masino Sinaga

speedy

The one for closing tickets and inform customers

masino_sinaga

Did you mean the Post Reply button?

speedy

yeah, only for other departments

speedy

Anybody idea's?