Is it possible to close a ticket by a different technician than the one currently assign to the ticket ? Sometime we have a situation that some tickets need to be closed by a different technician that is not owner of the ticket. Is it possible for the "non owner" technician to close the ticket without triggering the "This closed ticket was updated by a non-owner..." ?

Thanks in advance for your help,
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  • The two will conflict as you know already but yes. As long as the tech is an admin on the KBOX, they can go in and close the ticket.

    You will either have to adjust or change the rule so it doesn't trigger if a user has a certain label. That would require you to adjust or create a new ticket rule.
  • Thx for the reply, since I'm a newbie with SQL, do you have an exemple of what I should modified in the rule or if it's better to create a new one ?

    Thx again,
  • It would also be nice for our group, where any Admin account could close the ticket without having to switch owner. Did you ever figure out the SQL for the rule to get this done?
  • Hi badamson, it's still in my "nice to have to do list" for Kace, so nothing done for that part yet ...
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Does it really matter?
Answered 08/01/2014 by: EdT
Red Belt

  • I know it defeats the purpose that normally it should be the owner who close the ticket, but in our case, it's something that would be helpful....
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