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Block a ticket without close it or prevent closure
Posted: Sun Jul 14, 2013 9:44 am
by peopleinside_it
Version of script: 2.5
Write your message below:
Hi,
there is a problem.
If i want to work a client ticket but the client close the ticket as resolved i want to put in in work and deny the possibility to the user to close the ticket. If i block the ticket the ticket are automaticly resolved and this is a problem.
I think the sistem need an option to hold a ticket without the user possibility to close, please.
What do you think?
Re: Block a ticket without close it or prevent closure
Posted: Sun Jul 14, 2013 10:40 am
by Klemen
If you delete this code from ticket.php (5 times) then the customer will not see the link to be able to close a ticket:
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>]
Re: Block a ticket without close it or prevent closure
Posted: Sun Jul 14, 2013 11:35 am
by peopleinside_it
thanks
Re: Block a ticket without close it or prevent closure
Posted: Sun Jul 14, 2013 11:39 am
by peopleinside_it
I have removed the link only for On Hold status but i think if customer reply to the ticket can close the ticket because ticket go to waiting for customer.
What is the difference from status in proggress and On Hold?
Because i'm thinking i want remove the close ticket in status on Hold and remove the possibility to reply when the ticket is on hold status. That same be good but i don't know how to do.
I think this feature can be updated in the next relase.
I think i have to add locked status to on hold ticket for stop reply?
Re: Block a ticket without close it or prevent closure
Posted: Sun Jul 14, 2013 12:02 pm
by peopleinside_it
I also think i should be able to change the ticket status with on option like "don't send email to this reply to the customer".
Now you have to reply to the ticket and also, after change the ticket status. You should select the new ticket status before send the reply to customer