Closed Tickets doesnt appear

hossmann

Hi all,

I have 5 Teams (a, b, c, d, e). Each Team have 3 members. Every member can see only the tickets of his Team. But with this Settings i cant see closed Tickets. When i Setup that every member can see everyones ticket, the closed do appear. So, how can I Setup that closed tickets does appear when they can only see their own Team-Tickets?

Chefkeks

If I am not mistaken, that is by design and you'd need to alter the source code to achieve this. The agents from the teams can see the open tickets since there are then assigned to the team. Closed tickets are assigned to no agent or team so the can't see the closed tickets.

hossmann

Do you know where i can edit this?

cyarrison

I am having the same problem, so I am awaiting the response as well.

ntozier

Then make sure that the ticket is assigned to a department that the staff still has access to.