Question
I'm trying to delete an user but I am getting the error message "User is requester on <#> tickets that are not closed." How can I resolve this error so I may delete the user?
Answer
The error indicates that the user still has open submitted tickets. You will need to either change the requester on these tickets, delete the tickets, or wait for the tickets to be closed by an automation.
To identify these tickets, open the user's profile page by navigating to Admin > Manage > People, and searching for the user there. On the Tickets tab, change the drop-down arrow to Requested tickets. Any ticket in a status less than solved is considered an open ticket.
4 Comments
Now that I know this information, how do I leave the tickets in the said status, but remove the said user? I've tried re-assigning, but doesn't seem to work.
Hi Natasha!
Can you be more specific about what's going wrong? How exactly are you re-assigning these tickets? Are you trying to give them to a specific agent or just move over to a group?
It boggles my mind that I cannot, as the admin of my helpdesk, manually close a ticket. You really need to include this painfully obvious necessity into our service.
Hi Michael!
While "Close" isn't an option in the ticket status menu, you can set up a trigger that will allow you to close ticket immediately. Set the trigger up to test for a tag, such as close_me_now, and make the action "Status > Closed". Add any other necessary conditions. Then anytime you add the "close_me_now" tag to a ticket and update it, it'll close the ticket right away. Hope that helps!
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