Stop customers from resolving their own tickets?

[onlinesrc]

Hi there.

When I create tickets for customers, they are are allowed to mark their tickets resolved. This causes some confusion because we like to keep tickets open until we have seen the last comments written by the customer can can close it, when we're ready. Is there any way, to prevent anybody other than staff or admin from closing a ticket or being able to mark it resolved?

[Klemen]

Try deleting this code (3 times!) from the ticket.php file:

Code: Select all

[<a
		        href="change_status.php?track='.$trackingID.'&s=3&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]

[fmcneely]

This was a good idea. Thank you for bringing it up and for responding. I'm using a newer version (noted at top of ticket.php). Version: 2.4.1 from 18th August 2012.

If it's not obvious, this code now appears 5 times. So, you will want to eliminate all of them.

Code: Select all

[<a href="change_status.php?track='.$trackingID.$hesk_settings['e_query'].'&s=3&Refresh='.$random.'&token='.hesk_token_echo(0).'">'.$hesklang['close_action'].'</a>]

[kabuc]

I just add popup confirm window if customer click link to close ticket, popup window with message, that full explain what happens when they choose to close ticket (confirm yes/no), and after this no one accidentally or not understanding closing tickets.