next state in customerzoom [SOLVED]

[jamzigy]

hi all?

i have a problem with next states in customerticketzoom. i want when a customer zooms a ticket the next state available for a ticket should be the state the ticket is in and closed successful. this is because i don't want a case where a ticket is in maybe pending and then on adding a follow up the customer can be able to change the state of the ticket to open, for example in this case (my pending example) there should be the states closed successful and pending only. if i remove the whole state thing on sysconfig then the customers wont be able to close their tickets and if i set close successful as the only next state then customers will not be able to add a follow up without closing the ticket.

another option would be to add up a link or button that sets the state of the ticket to closed if clicked but also am not sure how to do that.

any help on how to solve this greatly appreciated.

Sorry about my english!

[kenmurimi]

i think i had the same problem:

i used ACL so that the states available for a ticket in customerticketzoom are the state the ticket is in and closed. (my customers cant be able to change the state the ticket is in unless when closing otherwise it will be a follow up and the ticket will remain in the state it was in)

ACL I used:

$Self->{TicketAcl}->{'ACL-Name-0'} = {
Properties => {
Frontend => {
Action => ['CustomerTicketZoom'],
},
Ticket => {
State => ['new'],
}
},
Possible => {
Ticket => {
State => ['new', 'closed'],
},
},
};

$Self->{TicketAcl}->{'ACL-Name-1'} = {
Properties => {
Frontend => {
Action => ['CustomerTicketZoom'],
},
Ticket => {
State => ['open'],
}
},
Possible => {
Ticket => {
State => ['open', 'closed'],
},
},
};

$Self->{TicketAcl}->{'ACL-Name-2'} = {
Properties => {
Frontend => {
Action => ['CustomerTicketZoom'],
},
Ticket => {
State => ['escalated'],
}
},
Possible => {
Ticket => {
State => ['escalated', 'closed'],
},
},
};

$Self->{TicketAcl}->{'ACL-Name-3'} = {
Properties => {
Frontend => {
Action => ['CustomerTicketZoom'],
},
Ticket => {
State => ['pending'],
}
},
Possible => {
Ticket => {
State => ['pending', 'closed'],
},
},
};

hope that helps..

[jamzigy]

thanks alot kenmurimi. my problem is solved.