prevent users re-open tickets

gate2vn · **prevent users re-open tickets -** 06-03-2008, 01:16 AM

Is there any option to prevent users re-open closed tickets?
Thank you.

supportskins · 06-03-2008, 06:23 AM

You can add a mail parser rule and edit the viewticket template to prevent users from re-opening closed tickets.

gate2vn · 06-03-2008, 07:50 AM

I thought mail parser is applied when users send mail to support only? In that case, if users login to helpdesk, they still can re-open closed tickets, is that correct?

supportskins · 06-03-2008, 08:13 AM

Quote:

In that case, if users login to helpdesk, they still can re-open closed tickets, is that correct?

Yes they can, to avoid this you need to edit the viewticket template.

ecornet · 06-03-2008, 12:27 PM

Do you mean customer users or staff users?

curious · 21-03-2008, 04:58 PM

We are using Kayako version 3.11.01. I have successfully suppressed tickets being reopened via e-mail response, but if a customer logs in to their control panel and updates a closed a ticket, it is reopened which impacts our SLA.

Two issues/questions:

1. How can you prevent customers from reopening tickets through the control panel. Is it even possible?

2. E-mail responses will not reopen tickets, but the "Reply To E-mail" field is populated with instructions to open a new ticket instead, but that is not being received.

Thanks in advance!

supportskins · 21-03-2008, 05:28 PM

Quote:

1. How can you prevent customers from reopening tickets through the control panel. Is it even possible?

Do you mean the Client Support Center?

curious · 21-03-2008, 07:33 PM

Quote:

Originally Posted by supportskins

Do you mean the Client Support Center?

Yes, the Client Support Center to use the Kayako terminology. I was using our own terminology so I apologize for that. :-/

Customer can log in there, vew old/stale tickets and re-open. I cannot find a way to disable this.

Thanks!

supportskins · 21-03-2008, 09:44 PM

You can simply edit the viewticket template under:
Admin CP > Templates > Manage Templates > default > Tickets > viewticket

and remove the code which allows users to re-open ticket.

curious · 11:50 PM

Thank you, supportskins. This is a little above my head so I have forwarded to an administrator. I really appreciate it.

supportskins · 22-03-2008, 07:09 AM

Glad to help

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
The SLA system explained with example implementation	Matthew	SupportSuite, eSupport and LiveResponse	29	27-08-2008 01:39 PM
Does loginshare really prevent unauthenticated users?	rustymonkey	SupportSuite, eSupport and LiveResponse	10	31-01-2008 08:15 PM
question about open tickets	nimasdj	Developers & Code	1	28-01-2008 12:31 PM
Horrible SLA Problems	Emma	SupportSuite, eSupport and LiveResponse	26	26-10-2007 09:03 AM

gate2vn Offline Member Posts: 54 Join Date: Jun 2005 Location: 3inetworks.net	prevent users re-open tickets - 06-03-2008, 01:16 AM Is there any option to prevent users re-open closed tickets? Thank you. www.gate2vn.net Managed hosting solutions on multiple datacenters DirectAdmin hosting \| Helm hosting \| Xen-VPS \| Managed servers

supportskins Offline Senior Member Posts: 3,692 Join Date: Aug 2006 Location: Mumbai, India	06-03-2008, 06:23 AM You can add a mail parser rule and edit the viewticket template to prevent users from re-opening closed tickets. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

gate2vn Offline Member Posts: 54 Join Date: Jun 2005 Location: 3inetworks.net	06-03-2008, 07:50 AM I thought mail parser is applied when users send mail to support only? In that case, if users login to helpdesk, they still can re-open closed tickets, is that correct? www.gate2vn.net Managed hosting solutions on multiple datacenters DirectAdmin hosting \| Helm hosting \| Xen-VPS \| Managed servers

ecornet Offline Member Posts: 159 Join Date: Feb 2008	06-03-2008, 12:27 PM Do you mean customer users or staff users? VoiceWay IP Telephony for Business and Residential

curious Offline New Member Posts: 5 Join Date: Jan 2008	21-03-2008, 10:36 PM Thank you, supportskins. This is a little above my head so I have forwarded to an administrator. I really appreciate it. Last edited by curious; 21-03-2008 at 11:50 PM. Reason: Typo

supportskins Offline Senior Member Posts: 3,692 Join Date: Aug 2006 Location: Mumbai, India	22-03-2008, 07:09 AM Glad to help Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/