Tickets Ability to lock closed tickets - Kayako

assist · **Ability to lock closed tickets -** 02-01-2008, 11:43 PM

I would like to see a way to mark ticket statuses as NOT changeable except by Staff...

ie: When we CLOSE a ticket, it should not be able to be replied to or accept any further emails from the end user... once we CLOSE a ticket (we actually have 3 steps) we don't want the ticket touched again by the end user.. they need to create a NEW ticket if they have another issue.

So 2 things should happen.

1.) When the client is logged in and opens the ticket to view it, there should be NO "Reply" button
2.) If an email comes from the client referencing the "closed status" ticket, it should NOT post this to as a new comment and should auto reply back to the send that the ticket is no closed and the client needs to submit a new ticket.

Our 3 steps are, we mark a ticket as "closed" by assigning the status as "Unapproved" which means we don't have the paper copy for onsite work orders yet and/or it has not been proof read for grammar and spelling... but at this stage the client should not be able to post a reply to the ticket if they login, nor should an emailed reply to this ticket be accepted.

Next step after the signed paper copy is and hand and/or the billing description has been proofed, it's change to "Needs to be Billed". Again it's closed and should not be editable by the end user at all.

Last step after billing is to mark it closed and it should be closed.. again, no more responses etc. (staff can add notes etc if they like, but the client should only be able to VIEW)

supportskins · 03-01-2008, 08:33 AM

I think this has been discussed in the past. An automated option would be awesome however you can also add this feature manually by editing the templates and setting Mail Parser Rule.

assist · **Hmmm -** 03-01-2008, 01:10 PM

Ok, I'll have to browse through the Mail Parser and see how this would be done... it's a real pain to have a closed ticket that we already billed a week ago, all of a sudden pop up in the open queue again...

But it still doesn't fix the problem when a user logs into the site and then clicks on the Post Reply button ...

**Jamie Edwards** · 20-08-2008, 11:02 AM

Will implement in V4, see: Reopen threshold: cannot reopen tickets after certain time

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assist Offline New Member Posts: 17 Join Date: Jan 2008	Hmmm - 03-01-2008, 01:10 PM Ok, I'll have to browse through the Mail Parser and see how this would be done... it's a real pain to have a closed ticket that we already billed a week ago, all of a sudden pop up in the open queue again... But it still doesn't fix the problem when a user logs into the site and then clicks on the Post Reply button ...