proper closer status

2026-06-23 11:01:55 +01:00
parent e12ab543e8
commit a6148f9bfd
8 changed files with 329 additions and 50 deletions
@@ -167,3 +167,37 @@ Helpdesk changes must preserve the established WMS/Laravel module baseline:
 - `changelog.yaml` must be append-only.
 - `module.json` version must match the latest `changelog.yaml` version.
 - Tests must be added or updated for workflow changes.
+
+## Closing a Ticket With a Mandatory Comment
+
+The ticket status control now enforces an auditable closure workflow.
+
+### How to close a ticket
+
+1. Open the Helpdesk ticket.
+2. Open **Ticket controls**.
+3. Change **Status** to a closed status, for example **Closed**.
+4. Click **Update status**.
+5. The **Close ticket** dialog opens if no closure comment has been entered.
+6. Enter a clear closure comment explaining what was resolved or why the ticket is being closed.
+7. Leave **Internal closure note** unticked when the customer/requester should see the closure response.
+8. Tick **Internal closure note** only when the closure reason is staff-only.
+9. Click **Close ticket**.
+
+### Closure comment rules
+
+- A closed status cannot be saved without a closure comment.
+- The closure comment must be at least 10 characters.
+- Public closure comments are saved as normal Helpdesk responses.
+- Internal closure comments are saved as internal notes and are only visible to users allowed to see internal notes.
+- The ticket `completed_at` timestamp is set when a closed status is saved successfully.
+- The resolution SLA is recorded after the closure is saved.
+
+### Recommended closure wording
+
+```text
+Issue resolved and verified.
+
+The requested work has been completed and no further action is currently required. This ticket is now closed.
+```
+