Ticket Filter with Custom Forms

mohankarunasiri

Step-01
I've created following forms

Step-02
Attached with Custom List as follows

Step-03
Manage>Ticket Filters
I've selected flowing filter rule from filter rule list.

Step-04
Filter Action

But this rule is not working "Job Completion, Confirmation by Outlet: No" status.
Need your assistance to setup this.

Thanks,
Mohan K
Server Information
osTicket Version v1.12 (a076918) — Up to date
Web Server Software Apache/2.4.39 (Unix) OpenSSL/1.0.2r PHP/7.3.5 mod_perl/2.0.8-dev Perl/v5.16.3
MySQL Version 10.1.39
PHP Version 7.3.5

ntozier

Ticket Filters only fire on ticket creation.

So any emailed ticket would not have a value to trigger that filter.
User or Agent created tickets would, but since they are opening the ticket it obviously would not be closed.

mohankarunasiri

Thank you for the reply. Can you please suggest a work around for the below scenario

Ticket is created by the end user
Ticket is sent to the agent
The agent should not be able to close the ticket based on the condition set by the end user. (Ex. End user logs the ticket via a custom form. In the form there is a condition which needs to be checked before closing the ticket by the agent)

Thanks in advance
Mohan.

RBGE

mohankarunasiri I don't think there's a workaround to do what you're looking for. You can have a custom role that doesn't have permission to close tickets, but then your agents would need to assign the ticket to a supervisor instead of marking the job as done, and then the supervisor would close it after verifying job completion.

mohankarunasiri

RBGE
Thanks for your replying, According to our requirement. I need a confirmation "YES" from end users (people who logs tickets) until Agent could not close ticket. Is it possible to facilitate this?

Thanks,
Mohan.

ntozier

I'm not aware of a way to do this. Unless like @RGBE said Agents dont close tickets managers do.
You could use a Canned Response to ask "Has this issue been resolved?" (or how you want to word it)
If they answer Yes then the manager would be able to change the drop down by editing the ticket, and close the ticket.

mohankarunasiri

ntozier Thanks for your idea, How could I set up a Canned Response to ask "Job completed by outside engineer" If yes then manager would be able to close the ticket.

ntozier

Go to canned responses.
Create a new one asking that question.
Agent or Manager would select that canned response to the user.
User replies.
Manager then manually closes the ticket.