Stopping clients

[karr1981]

Hi, ive searched and dug around and couldnt find a direct answer

I want to be able to stop clients reopening closed tickets, the closest answer i found was from way back

"You can customise the client side templates to not show the reply button if a ticket is closed with an if tag.

In the parser rules you can create a rule to not allow replies to tickets marked as closed."

now can anyone provide info on how to do this

all i can think of is something like this as a parser

"Create a Pre Parse rule with criteria as:

If ticket status = closed

Actions:
Ignore Email
Dont send autoresponder
Reply to user with bounce message "Sorry this ticket is now closed, please submit a new ticket"

would that achieve the aim, if so can someone explain how exactly i enter that as a parser
also im assuming this would only stop ppl reopening via reply to staff email, what about ppl who login to site to add new message to closed ticket?

i guess that would need the client side template modification to remove the "post reply" tab, can anyone advise on that?


Hope someone can help

[supportskins]

This is possible using the Parser Rules. You are on track when it comes to Parser Rules. The rule should be configured something like this:

Is Reply = True
Ticket Status = Closed
Match All Criteria
Pre Parse
Reply to Email = Content
Ignore the Email = Yes
Don't Send Autoresponder Message = Yes
Don't Process Alert Rules = Yes
Don't Tag as Ticket Reply = Yes
Insert

Check if this works. HTH

[eiden]

I solved it this way:

<input style="cursor:pointer" type="button" name="postreply" value="<{$language[vtpostreply]}>" onClick="<{if $ticket[status] == "Closed"}>if (confirm('<{$language[confirm_reply]}>'))<{/if}>window.location.href='<{$baseurl}>_m=tickets&_a=postreply&ticketid=<{$ticket[ticketid]}>';" />

[supportskins]

Originally Posted by eiden

I solved it this way:

<input style="cursor:pointer" type="button" name="postreply" value="<{$language[vtpostreply]}>" onClick="<{if $ticket[status] == "Closed"}>if (confirm('<{$language[confirm_reply]}>'))<{/if}>window.location.href='<{$baseurl}>_m=tickets&_a=postreply&ticketid=<{$ticket[ticketid]}>';" />

That would be for the templates

[karr1981]

Originally Posted by supportskins

That would be for the templates

Do i need to modify one of the existing templates? if so which and where?

[eiden]

The templatename is viewticket.

[karr1981]

Ty, so i just fdrop that coede in at the top, or a particular point, also does it need t oreplace any code in there, or just an addition?

sorry but the code part is way over my head haha

[rmaxwell]

Originally Posted by supportskins

This is possible using the Parser Rules. You are on track when it comes to Parser Rules. The rule should be configured something like this:

Is Reply = True
Ticket Status = Closed
Match All Criteria
Pre Parse
Reply to Email = Content
Ignore the Email = Yes
Don't Send Autoresponder Message = Yes
Don't Process Alert Rules = Yes
Don't Tag as Ticket Reply = Yes
Insert

Check if this works. HTH

For the condition [reply to email = Content]..Do I simply type the word 'Content' ?

[supportskins]

In place of "Content" you can add a message which is sent to the client when they try to update a closed ticket something like:

---------------------------------
Dear Client,

This ticket has been closed and cannot be re-opened. Please open a new support ticket for the issue you are having. Your reply to this ticket has been ignore.

Regards,

Tech Support
---------------------------------

I hope you get the idea

[rmaxwell]

Originally Posted by supportskins

In place of "Content" you can add a message which is sent to the client when they try to update a closed ticket something like:

---------------------------------
Dear Client,

This ticket has been closed and cannot be re-opened. Please open a new support ticket for the issue you are having. Your reply to this ticket has been ignore.

Regards,

Tech Support
---------------------------------

I hope you get the idea

Thanks for the reply..I thought that's what you meant. I have created my rule ( see below) and email replies to 'closed' tickes are rejected however, an email is never sent back to the sender ? What must I do to be sure the sender receives my reply?

[supportskins]

Ah my mistake. Change:
Don't Send Autoresponder Message = Yes

To
Don't Send Autoresponder Message = No

That should fix it