Close tickets on behalf of team member ?

AllanKikker

Hello dear osticket superstars ! 🙂

Context :
osTicket Version v1.12 (a076918)

We often run into this scenario where my team needs me to have a look at a ticket for further troubleshooting.
I then answer and resolves the ticket but then the ticket is assigned to me.

Is there any way to resolve a ticket "on behalf" of another team member so that :

I can answer a ticket directly
that ticket will still be attributed to the team member when the user reopen the ticket

If it's not yet possible...
Maybe adding a checkbox "on behalf of" next to the "resolved" status would be an option to add in the future ?
Or allowing to change ticket attribution in ticket details (option isn't available anymore when viewing a ticket in resolved status) ?

Thank you very much for your help !

ntozier

This is not a feature in osTicket at this time. And really you resolved it so you close it... so you get credit for closing it. Which is how it is supposed to be. Closing a ticket on behalf of someone else would not be accurate.

The solutions I can think of are:

That being said you could probably code a mod for your instance to allow you to do this.
instead of closing it re-assign the ticket back to the person that was working on it before you so that they can close it.

AllanKikker

Thank you very much for your help Ntozier. 🙂
I'll look into both suggestions !