KACE Product Support

You could use a custom rule to force the ticket back open, but you would have to create a way for the Submitter to indicate that the ticket can be closed.

You could use one of the custom fields and create a drop selection for submitter to select "Close my ticket" and setup a custom rule for On Save where if this fields <> "Close My Ticket" set status to "Open" or whatever.

You could also use the same field and create a custom rule so that the ticket gets closed if they set the status to "Close My Ticket"

Keep in mind, the ticket owner can still change that field too. - JordanNolan 9 years ago