Hi,

I m facing several problems after upgrading OSticket from 1.9.14 to 1.10

1- Is there any way to stop ticket Creator reopening (change status) a closed tickets?

2- Can we assign to each team member a specific status that he/she can use to change a ticket status? I explain:

   For agent1 : must see only 'validated by responsible'

   For agent2: must see only 'Verified'

  For agent3: Close

3- Can we send an email to the agent when he/she must change a ticket status?

OSticket 1.10

Many thx

Q: 1- Is there any way to stop ticket Creator reopening (change status) a closed tickets?A: You would edit the ticket status to not allow re-open.Admin p anel -> Manage -> Lists -> Ticket Statusesclick on closed.click on Item propertiesuntick Allow Reopen:Q: 2- Can we assign to each team member a specific status that he/she can use to change a ticket status? I explain:A: I am not aware of a way to give statuses to only one Agent.Q: 3- Can we send an email to the agent when he/she must change a ticket status?A: There is no mechanism for this in the UI. You would have to write a script that runs on cron/windows tasksched and checks for tickets in this status and sends an email to the agent.

Thx NTOZIER for your responses.

I saw in another post that you suggested to add canned responses that could be sent to the end user in order to alert him.

However, I want to add a new canned response that will be shown in 'responses tab' while creating a new ticket?

Canned responses are selected by agent (staff) to reply to users.

Yes, but where can I add and customize the response i want?

In the agent panel under Knowledgebase -> Canned Repsonses.

7 days later

Very welcome. Are you all set?  Should I close this thread and mark it resovled?

Hi Ntozier thanx for your time!!!

It's ok now yes you can close it..

Thx again and again!!

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