User Groups
Hi Beeman,
According to what Peter said about the User Groups feature in osTicket, I don't think that it is a good idea to create the MOD you requested. It is recommended you use this feature to disable or enable it. You can access the User Groups feature from Admin Panel -> Staff -> User Groups -> then click one of the user groups item on the list. You can see there is a directive named Can Mass Close Tickets. If you set this to No, it means that the staff belongs to this user group will not be able to choose the Close Ticket or Reopen Ticket option from the combobox selection.
Unfortunately, on the other side, while you are in the viewticket page, you can see that even you set that "Can Mass Close Tickets" option to "No" on the User Groups page, then the staff still will be able to close (for the opened ticket) and reopen (for the closed ticket) to the current ticket while replying or sending an internal note. To disable/enable this feature, you may use this following MOD: (How to Disable Close Ticket on Reply and on Internal Note in osTicket v1.6 RC5).
Conclusion of my answer is: You can combine about the feature that Peter said above and also implementing the MOD I created. Hope it helps you.
Sincerely,
Masino Sinaga
