How to disable a ticket from dashboard inbox once ticket is reject or cancel?

Hi All,

We don't have option to reopen the once ticket is cancl or reject.

So we don't want show in user dashboard Inbox(Assign To me).How to achive this?

1 answer

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Accepted answer

I'm sorry, but this is very unclear.

What do you mean by "dashboard inbox"? Can you confirm that "cancel" and "reject" are status in your workflow? Are you using the resolution field?

Cancel and Reject are two statuses in workflow.No I am not using Resolution filed.

What do you mean by "dashboard inbox"? Gadget Assigned to me

Ok, good start. The "assigned to me" gadget basically filters for "assigned to current user and unresolved", so the answer to your question is "use the resolution field"

Have a look at your workflow. Check that the transitions going INTO the status of cancel or reject either

  • Use a transition screen with the resolution on it
  • Have a post-function that sets the resolution

Additionally, you need post-functions to clear resolution when re-opening the issues.

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