Disallow users to reopen their requests
Hello!
I want to disallow users to reopen their own requests. I have set the following options;
When ticket is resolved (not closed) and user respond to acknowledgement email, the ticket is opened again!
How can I prevent users from doing that ?
I want to allow my requesters to approve the solution and send confirmation email, which will be added to the ticket, but will not open the ticket again.
In addition, when request is opened after user's reply, category and priority column are not visible for the client anymore for that particular ticket;
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Thanks for any advice!
I want to disallow users to reopen their own requests. I have set the following options;
When ticket is resolved (not closed) and user respond to acknowledgement email, the ticket is opened again!
How can I prevent users from doing that ?
I want to allow my requesters to approve the solution and send confirmation email, which will be added to the ticket, but will not open the ticket again.
In addition, when request is opened after user's reply, category and priority column are not visible for the client anymore for that particular ticket;
Thanks for any advice!