Good Day,
To All,
Dont know if this is a bug or normal behavior,
The Created Ticket state equivalent to closed the customer can update and it will changed to open
Only want to achieve is the created or additional ticket state equivalent to closed is also cant update by the customer
Sir @MrGeneration thank you for your reply in Github, sorry if I posted first in github my concern.
- Used Zammad version: tested using 3.6 and 4.0
- Installation method (source, package, …): package
- Operating system: Ubuntu 20.04
- Database + version: any
- Elasticsearch version: any
- Browser + version: latest , google chrome
Expected behavior:
- When created new ticket state equivalent to closed the customer cant update the ticket
Actual behavior:
- The new ticket state equivalent to closed can update by the customer and changed to open.
Steps to reproduce the behavior:
*1. check if the Group Settings- Follow-up Possible is configured (do not reopen Ticket but create new Ticket)
*2.Create new ticket state using the official documentation
Ticket::State.create_or_update(
name: ‘New Closed’,
state_type: Ticket::StateType.find_by(name: ‘closed’),
created_by_id: 1,
updated_by_id: 1,
)
–and–
attribute = ObjectManager::Attribute.get(
object: ‘Ticket’,
name: ‘state_id’,
)
attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
attribute.screens[:create_middle][‘ticket.agent’][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:create_middle][‘ticket.customer’][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
attribute.screens[:edit][‘ticket.agent’][:filter] = Ticket::State.by_category(:viewable_agent_edit).pluck(:id)
attribute.screens[:edit][‘ticket.customer’][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
attribute.save!
*3. Customer - created new ticket
*4.When Agent reply and update the ticket to new created ticket state equivalent to closed the customer still can update the ticket and reply
Thank You and More Power