Howdy, Stranger!

It looks like you're new here. If you want to get involved, click one of these buttons!

In this Discussion

osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Preventing clients from reopening a ticket

edited December 2013 in Mods and Customizations
I've seen some threads about this in the 1.6x forums (below is one example), however, I can't find anything that'll work for 1.7.

I'd like to prevent/disable clients from being able to reopen a ticket via email. Any help would be appreciated.


  • I make a research on this keyword "Reopen" and I want to be able to do the same thing.

    "prevent/disable clients from being able to reopen a ticket via email"

    Do you know a way to to that?

  • I'm not aware of any way to do this at this time.
  • OK I found a way to forbid the reopening on reply.

    I made a test and it blocks the auto reopening by replying to a ticket per mail. But you still can reopen the ticket manually by using the GUI.

    To do it:

    Open the script file: ./include/class.ticket.php

    Look for the text: if($this->isClosed()) $this->reopen(); //reopen..

    And just add at the beginning : //

    You will have the following line: //if($this->isClosed()) $this->reopen(); //reopen..

    It seems working, if someone can confirm?

  • Line 872 in the class.ticket.php file.
  • Line 1041 in the new version 1.8.1.
    It is still working fine.
  • Ah thank YOU!
  • Line 1064 in v1.8.1.2
  • line 1081 in v1.9.2
  • line 1082 in v1.9.3
  • edited October 2014
    Just a FYI: v1.9.4 ships with configurable custom statuses which allows you to forbid reopening of closed tickets.
  • Nice will try that.
Sign In or Register to comment.