Closing of Tickets on oSticket

beeman

Hi,

I would like to know if anyone has managed to create a MOD for disabling the "Close on Reply" tick box for some departments when inserting comments. What we have in mind is to give only one department i.e Quality Assurance; the ability to close the ticket; all other departments must only be able to insert fault resolution comments after doing what was needed to resolve the problem and then transfer the ticket to that one specific department that will close it. It would nice if this feature can be turned on or off an a department basis so we can choose which department can have this functionality.

Thanks in advance.

Regards,

beeman

masino_sinaga

Solution

Hi Beeman,

Yes, I have created that MOD:

(How to Disable Close Ticket on Reply and on Internal Note in osTicket v1.6 RC5)

Hopefully this will be helpful for osTicket community.

Sincerely,

Masino Sinaga

beeman

Hi Masino,

Thank you so much for the MOD.

It works very well; however not quite in the way that I expected, for instance; when i create a ticket (being the member of the department that is not allowed to close tickets) and I transfer it to another department whose members do have an option to close tickets (for obvious reasons that we want them to), then I can still close that ticket once it is that department which is not what we want (we want members of that department to be the only users allowed to close tickets and no one else). Perhaps the feature can work better if it gets tied to "User Groups" instead of "Departments". Sorry about this; I did not really put much thought into how the "User Groups" and "Department" interacted when requesting this MOD. A not-so-desirable workaround is to disable one department having access into another which can be done natively in osTicket but that will cause us other problems since some users should be able to see tickets lying in other departments.

What would be nice as well would be a functionality to (while they are able to view and insert comments) prevent staff of one department from transferring a ticket sitting in another department to another department or back to theirs for that matter. But I suppose that is another MOD for another day

I hope this makes sense.

Regards,

Beeman

masino_sinaga

Hi Beeman,

I cannot say anything now since you edited your first post after I answered your origin post. You should stated your requirement very clear from the beginning. I was so surprise, and honestly, not so happy, since the MOD I created now has not related with your last requirement anymore (based on your last editing on the first post above).

I think that would be nice if you think the MOD I create in order to fulfil your need on the first post does not fit with your last requirement, please do not edit your origin post. Simply add your new requirement only on your next post/reply. Leave your first post without any changes. So others will see the entire of your/this thread will have the relationship between your first post and another posts that meant to reply in order to help you.

Does it make sense for you? Thanks.

Sincerely,

Masino Sinaga

beeman

HI Masino,

Thanks for picking the problem. I have corrected the error. The editing was meant for the reply to your solution.

Regards,

Beeman