Who is closing tickets

GezusK · Post by **GezusK** » Sat Aug 08, 2009 9:32 pm

Script URL:
Version of script:2.0
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I haven't got around to updating to 2.1 yet, but will soon, so I don't know if this feature is included yet. We've made a few custom changes, so it will be a challenge to get the 2.1 stuff in there.

We need to know who closes a ticket. We are having tickets coming up closed, even those they're not finished. So, if closing or resolving the ticket somehow automatically added the username of the person that closed it. Or mark it if the customer did it.

Love the script, and will be talking to the boss about buying a license.

Thanks

Post by **Klemen** » Sun Aug 09, 2009 4:41 pm

Login to the administration panel and set "Autoclose tickets:" to 0.

By default the tickets are automatically closed 5 days after the last staff reply.

GezusK · Post by **GezusK** » Tue Aug 11, 2009 7:29 pm

It isn't the autoclose that causes the problem. Its some of our techs, or possibly the teachers that are closing them, without leaving a response. We were hoping that it may be simple to code hesk to add whomever closed it after the Resolved at ticket status.

Post by **Klemen** » Wed Aug 12, 2009 9:49 am

In that case you would need to add an extra filed to the tickets table in the database which would hold the name of the person who closed it. Unfortunately such customizations are out of the scope of my support here, but I will consider it for a future HESK feature.

GezusK · Post by **GezusK** » Tue Sep 15, 2009 6:09 pm

A coworker suggested a work around for this, but it may be more than you want to provide also.

His suggestion was when a ticket was closed, a note (the kind customers can't see) is automatically added. Just having it add a note like "Ticket Closed" will leave the author of the note, letting us know who closed it. If it doesn't have a note on it, then we can assume the customer closed. it. What do you think? Too much trouble?