Luca Maranzano wrote :
we are currently using Otrs 2.3.4 and planning the upgrade to the 3.0.
In our current setup, it is possible for an agent to close a ticket
which has already been closed. Is it possibile to prevent this
operation? this is a problem for us, since it breaks the time counting
and the SLA associated with the particular queue.
Hi Luca,
I would try to control the possible states for closed tickets via ACLs
(http://doc.otrs.org/2.3/en/html/c1947.html).
Regards
Alexander
--
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Phone +49 202 2489 1123, Fax +49 202 2489 941123
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