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Disable closing of tickets

  • 27 September 2022
  • 3 replies
  • 69 views

Userlevel 3
Badge +6

is there any way to prevent certain agents from setting a ticket status to “closed”?  We want them to only set tickets to Resolved.  I recognize it’s a training issue, but was wondering if anyone else came across this?

Thanks!

 

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Best answer by zachary.king 27 September 2022, 19:10

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3 replies

Userlevel 7
Badge +14

Hello @JTAVOLARO One way you could try would be to set the options for status for those agents using Business Rules for Forms.

Hope that helps!

Userlevel 3
Badge +6

ah, I knew I was going to forget something…  thanks Zach, I’ll give it a whirl!

 

Userlevel 7
Badge +14

ah, I knew I was going to forget something…  thanks Zach, I’ll give it a whirl!

 

Make sure that you have the rule run on New Forms and Edit Forms, otherwise those agents could technically close tickets from the new ticket screen. :)

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