Server InformationosTicket Versionv1.9.4 (c18eac4)Web Server SoftwareApache/2.4.6 (Ubuntu)MySQL Version5.5.32PHP Version5.5.15RC1i've created several agents, and i've limited them from the admin panel,  using 'Limit ticket access to ONLY assigned tickets'this is fine when the ticket is open, but when the ticket status is changed to resolved or closed, they cannot see the ticket at all.they never have anything put into the 'closed' view.if they reply to a ticket alert on a closed ticket, nothing happens, if they click on the link in a ticket alert for a closed ticket, they get 'Access denied. Contact admin if you believe this is in error' surely, even if the ticket is closed, they should still have access to it, they might have a reason to re-open it, or maybe they'll want to refer to / or check something from a ticket they handled previously.

This is by design -- closed tickets don't have the concept of assignment. You might need to rethink your access control based on department and groups.

i've already been struggling with depts/teams. i have people that need to be in the same dept, plus the same (inter-dept.) teams for certain things, plus some of them will need to be in separate inter-dept teams, and separate intra-dept teams.ideally, i'd be able to assign agents to belong to multiple depts. but that's not possible either.

a month later

I agree, it's the wrong behaviour. So I've created a workable solution based on version 1.9.4Edit "tickets.inc.php" in the "./include/staff/" folder:Around line 74, add the following code:if ($thisstaff->showAssignedOnly())    $qwhere.=' OR ( ticket.staff_id='.db_input($thisstaff->getId())        .' AND status.state="closed") ';Edit "class.ticket.php" in the "./include/" folder:Around line 2252, add the following code:if ($staff->showAssignedOnly())            $where = '(ticket.staff_id='.db_input($staff->getId()).' AND status.state="closed")';

Another section of code needs to be added to the above solution for it to work in version 1.9.4Edit "class.ticket.php" in the "/.include/" folder:Around line 180, add the following code://Staff has access to the closed ticket        if ($staff->showAssignedOnly() && ($staff->getId() == $this->getStaffId()) )            return true;Works how it should now.

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