Limiting who can change a ticket status.

  • 9 February 2024
  • 3 replies

Badge +1

We have an issue with resolved tickets being re-opened even though the original issue was resolved. Is there a way to disable requestors or “Staff” from changing the status on tickets?

3 replies

Userlevel 7
Badge +12

@MWalker 4236c95 cherokee Thank you for submitting your question to our community! 😄 

You could create a rule that when a ticket is opened that was once resolved, the rule will automatically resolve the ticket. Additionally in my example, we would send an email to the user who has submitted a ticket telling them to open a new ticket.

Additionally, here is an idea to upvote about adding a time limit to the time the user can reopen a ticket: 

Please let me know if you have an additional questions! 

Userlevel 5
Badge +8

I was going to set up this rule, but then I realized if an agent wanted to reopen a ticket, it would still auto close it. I haven’t fiddled with it to see if I can add a rule to Exclude our agents or not yet. I would imagine it might work, but haven’t tested it.

Userlevel 7
Badge +12

@TAnders That is a good point. Regardless of who changes the status, it will be closed.