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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.

Comments

  • 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.
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