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closing tickets by non agent users - close ticket button not available

Posted: Wednesday, September 19, 2018 2:51:52 PM(UTC)
nova jarvis

nova jarvis

Member Original PosterPosts: 4
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I am new to lansweeper and have a 1 agent licence.
i have users that create tickets, however they do not see the close ticket option when later completing thier tickets.
these users will contact me (the agent) to close thier tickets when completed.
is this normal or am i missing something.
Charles.X
#1Charles.X Member Administration Posts: 1,156  
posted: 9/19/2018 3:04:33 PM(UTC)
You can configure what users are allowed to do to their tickets in Configuration\General settings under 'User permissions'.

However, actually closing a ticket can't be done by a user. It can only be done by agents.
What you can do is create an extra ticket state like 'Resolved' (in Configuration\Ticket Content) which then can be used by the user to mark that they have resolved the issue.
nova jarvis
#2nova jarvis Member Original PosterPosts: 4  
posted: 9/19/2018 3:42:46 PM(UTC)
Originally Posted by: Charles.X Go to Quoted Post
You can configure what users are allowed to do to their tickets in Configuration\General settings under 'User permissions'.

However, actually closing a ticket can't be done by a user. It can only be done by agents.
What you can do is create an extra ticket state like 'Resolved' (in Configuration\Ticket Content) which then can be used by the user to mark that they have resolved the issue.



Thans for the speedy reply.
Your suggested solution will do the trick. this should work perfectly.

cheers.

Nova
StephanieCDA
#3StephanieCDA Member Posts: 4  
posted: 12/6/2018 8:25:46 PM(UTC)
Is there a way that the only state a user can change their ticket to is "Resolved"? I had a closed ticket, and as a user I was able to change the state back to open. I have certain extra ticket states which display as another state, but I'm not sure how to make "Resolved" the only option in the Actions > Change State user menu without hiding all other states from the original ticket state column.

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