Stop users from closing tickets

[nattivillin]

Good help is hard to find.....

I want our service manager to audit each ticket before we close them out. He is more qualified to make sure all the details are done.

Our current policy is for the tech to assign the ticket them them when they "think" they are done. This does not stop the occasional ticket closed that we don't catch.

Is there a way to prevent users from closing tickets?

[Support Team]

Re: Stop users from closing tickets

When you grant a user the permissions to edit tickets the user can also complete the ticket. There's no way to bypass this.

However, the system can be easily configured to prevent users (or alerts them) when closing Tickets that have no Charges logged or that still have open activities under the Ticket's Pending tab.
This is achieved by configuring this setting under Tools > Options > Tickets (Admin) tab.

Hope this helps.

[nattivillin]

Re: Stop users from closing tickets

That doesn't catch the things that are not charge, note, or task related.

Is there a way to add a new task to each ticket when they are created?

[Support Team]

Re: Stop users from closing tickets

Only manually or by applying an Activity Template that may have dozens of Tasks that will be added at once.

[lpopejoy]

Re: Stop users from closing tickets

How about creating a new custom field called "audit complete" or something like that. By default that check box is not going to be checked. then you could create a filter that showed you all tickets where that field was unchecked AND the ticket status is "complete" - for your service manager. he would check the box when he confirms that everything is cool.