Exclude customer 'add an update' when a ticket is in a state of resolved/closed

If a ticket is resolved - pending closure confirmation and the user adds an update outside of our 'confirm close / re-open' options it breaks the process. Tickets are re-assigned back to the resolving analyst in a steate of 'open/resolved' and they are unable to action due to our permission config for re-opening tickets. Can we please exclude any 'add an update' additions from a ticket in a state of resolved/closed.

  • Jamie Brown
  • Aug 4 2022
  • Reviewed by Alemba Product Manager
ASM10 / IPK
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