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imp: Reopen resolved ticket if answerer is not an agent #932

Merged
merged 1 commit into from
Jan 16, 2025
Merged

imp: Reopen resolved ticket if answerer is not an agent #932

merged 1 commit into from
Jan 16, 2025

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@marien-probesys marien-probesys commented Jan 16, 2025 •
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Related issue(s)

#903

How to test manually

  1. Grant authorization to a simple user to access all the tickets of an organization
  2. Create a ticket in this organization, without setting the user as requester or even observer
  3. As an agent, resolve the ticket
  4. As a user, answer to the ticket
  5. Verify the ticket is now "in progress" and that the solution has been removed
  6. Do the same by email

Reviewer checklist

  • Code is manually tested
  • Permissions / authorizations are verified
  • New data can be imported
  • Interface works on both mobiles and big screens
  • Interface works in both light and dark modes
  • Interface works on both Firefox and Chrome
  • Accessibility has been tested
  • Translations are synchronized
  • Tests are up to date
  • Copyright notices are up to date
  • Documentation is up to date
  • Pull request has been reviewed and approved

@marien-probesys
imp: Reopen resolved ticket if answerer is not an agent
fd8152e 
There are cases where an observer or a user allowed to access all the
tickets answers to a "resolved" ticket. In this case, the ticket stayed
in this status. However, in many cases, the ticket needs the attention
of the agents.

Now, the ticket is reopened and the solution removed, so the agents
cannot miss a "not so resolved" ticket.
@marien-probesys marien-probesys merged commit fd8152e into main Jan 16, 2025
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@marien-probesys marien-probesys deleted the 903/imp/reopen-resolved-on-user-answer branch January 16, 2025 09:21
@marien-probesys marien-probesys added this to the Version 0.14 milestone Jan 16, 2025
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