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KACE Product Support
Is there a way to set tickets so they cannot be closed unless the submitter approves it?
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2 years ago
last edited 2 years ago
You could use a custom rule to force the ticket back open, but you would have to create a way for the Submitter to indicate that the ticket can be closed.
You could use one of the custom fields and create a drop selection for submitter to select "Close my ticket" and setup a custom rule for On Save where if this fields <> "Close My Ticket" set status to "Open" or whatever.
You could also use the same field and create a custom rule so that the ticket gets closed if they set the status to "Close My Ticket"
Keep in mind, the ticket owner can still change that field too.
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