Is there a possibility to filter unwanted states from the customers overview?
He should only have the opportunity to close the ticket… Not to change to “open” or “in process”.
Thx and have a great day!
Hey @Mr_P - yes, this possible but a bit advanced. You need to enter the Zammad rails console and do the following:
First find out the name of the states you want to be visible to the customer. To find out all available state names run Ticket::State.all.pluck(:name). This returns a list like that: ["open", "new", "pending reminder", "closed", "merged", "removed", "pending close"]. Now if you want the customer to be able to only close the ticket you have to pick the state closed. Next up we need to change the state ObjectManager Attribute to only show this state. We can do so by running the following commands:
# get the State ObjectManager Attribute
attribute = ObjectManager::Attribute.find_by(name: 'state_id')
# here comes the relevant part: Limit the State selection to the `ticket.customer` role to `closed` in the `edit` screen
attribute.screens['edit']['ticket.customer']['filter'] = Ticket::State.where(name: ['closed']).pluck(:id)
# save your changes
attribute.save!
