Feature: Closing tickets from client portal

aftechro

So just noticed something, if a Client is closing the ticket from the portal, that ticket will lose the invoicing control aspects. So if the client will close the ticket, the admin side (technical, accounting, admin) will not be able to invoice the ticket once closed.

So i propose instead, if the ticket is set billable by the technician, then, hide the close ticket option on the portal side, so the client cannot close the ticket, leaving this task for the technician to close and bill as needed.

If ticket is set as not-billable, then sure, client should be able to close the ticket iself.

This just requires extra attention from the admin/technician when setting up the ticket's settings

wrongecho

Good spot.

I wonder if it might be more flexible to allow the billable status to be edited for closed tickets regardless?

aftechro

whatever the solution, something is needed so we wont miss the billable aspect of the ticket. with OS tickting, all tickets going to the "to be invoiced" dept. which wont allow tech or client to close the ticket before invoicing, and we just changing the status as needed to the tickets not needed to be invoiced.

wrongecho

aftechro

But this is my point, in that currently we don't prevent tickets being closed by techs either.

Ignoring the client portal side for a moment, this feels more like a company specific process request. If we prevent billable tickets being closed before we an invoice is attached, we'll no doubt get someone else complain that their billing department only works on closed tickets and ignores open ones, etc. Do you see where I'm coming from?

This was the problem I saw the unbilled tickets report solving. My earlier suggestion was to further separate the technical and billing processes by allowing the ticket to be closed but whether it was billable still be amended.

aftechro

your point makes sense, of course, that will work too, as long we get the same result :d