Users should not be able to close a ticket that is assigned to someone else
William Fogelsanger
This feature request is simple. If someone else is assigned to a ticket, only they can close it. We're having issues where other team members are closing tickets within their team that are assigned to other advisors.
The logic would be:
-if the ticket is unassigned, the advisor will assign it to themselves, and then they can close it
-if the ticket is assigned to someone else within the team, only the assigned advisor, or an admin, can close the ticket
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Victor Kostyk
Like the idea for Advisor only, but Manger Access + should be able to close tickets that are not assigned to them. Also, anyone can re-assign a ticket, so people would just work around this and reassign the ticket to themselves / close the ticket. We cannot change the re-assign access, because Advisor's a lot of times need to be able to re-assign something.
William Fogelsanger
Victor Kostyk good suggestion. Manager or admin can override and reassign as needed. Current advisor can reassign if needed, but another advisor would need to ask permission to take the ticket. The current advisor can then accept or deny the request.
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Jolynn Nissen
Would like to add manager ability to close and this feature to advisor only.
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Eileen Small
Totally lovethis!!