Require reply before closing/deleting ticket?

CSimpson

I would like to be able to either disable staff's ability to close a ticket/delete a ticket under Actions or require them to provide a reason before closing or deleting a ticket. Is this possible?

Thank you in advance

bry

I've done something very similiar on our system, I changed ours to only allow managers to close tickets. As well as removing the check boxes on the tabs at the bottom of the page, I also removed the item from the drop down menu.

By removing the 'Close' option from the drop down menu, I think that is all you will need to do to achieve what you want.

Unfortunately I don't have the source code available where I am today, but all I did was search for the 'Close' text, which was surronded by tags, and comment out that particular part of the HTML.

Not having access to the code right now, I can't offer much more help, but try looking in the module called tickets.inc.php.

If I think on, over the next few days, I'll find the modification I made and post it here.

Rincewind

I did this just this morning (before removing it just as quickly : )

Go into ./include/staff/viewticket.inc.php and find:

<? if($thisuser->canCloseTickets()){

//if you can close a ticket...reopening it is given.

if($ticket->isOpen()){?>

<option value="close" <?=$info=='close'?'selected':''?> >Close Ticket</option>

<?}else{?>

<option value="reopen" <?=$info=='reopen'?'selected':''?> >Reopen Ticket</option>

<?}

}?>

And either remove it or replace it with:

<? /* if($thisuser->canCloseTickets()){

//if you can close a ticket...reopening it is given.

if($ticket->isOpen()){?>

<option value="close" <?=$info=='close'?'selected':''?> >Close Ticket</option>

<?}else{?>

<option value="reopen" <?=$info=='reopen'?'selected':''?> >Reopen Ticket</option>

<?}

} */ ?>

(I.e., replace the code or comment it out)

HTH :-)