Restrict the ability to set Closed Status on Tickets
Since "Closed" status permanently closes a ticket without giving the requester the ability to re-open it, I'd like the ability to remove the "Closed" status from the Status dropdown box.
The workflow we want to have is a technician sets a ticket to "Resolved" and then an Atera rule automatically changes Resolved tickets to Closed after a period of time which can be done. However technicians are accidentally setting tickets to "Closed" and duplicate tickets are being created when a requestor immediately replies.
I know there's an option to allow "Closed" tickets to be re-opened, however I do not want to enable that option. So we can better track repeat issues, requesters not responding and putting in more tickets later/using more of IT's time, etc.
The Data Management > Custom Fields page does not allow you to change anything about the built-in status values.
David O'Farrell
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