default status for new ticket

[dr_patso]

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i'm sorrry , i've been dying over this, modifying every $status line and status= in every file.. I know this is super simple..

so while looking everywhere for something that specified status=0 or similar perhaps a default setting in admin_submit_ticket ...

I had an epiphany! It was a default value in the database and the php code didn't even define the default status... well to my surprise changing the default from 0 to 3 did not do anything for the new tickets,, still being set as "new" status... (pretty much every ticket has to immediatley be changed to in progress)

I would be happy to SWAP the names in text.php but I cannot determine for hte life of me where the color codes are coming from, it's weird for "in progress" to be red signifying something important that is not...

[dr_patso]

nevermind,, I KNEW it was in here (/admin/admin_submit_ticket.php))... hard to guess that just hte number pertained to it.. the red three made a brand new ticket get set to resolved.... im so happy, now just get the right number for "in progress" 2 i believe...

the number is around line 238 for me.... in hesk 2.3 although i may have previously made changes to this file..


'".hesk_dbEscape($tmpvar['email'])."',
'".hesk_dbEscape($tmpvar['category'])."',
'".hesk_dbEscape($tmpvar['priority'])."',
'".hesk_dbEscape($tmpvar['subject'])."',
'".hesk_dbEscape($tmpvar['message'])."',
NOW(),
NOW(),
'".hesk_dbEscape($_SERVER['REMOTE_ADDR'])."',
'3',
".hesk_dbEscape($owner).",
'".hesk_dbEscape($myattachments)."',
CONCAT(`history`,'".hesk_dbEscape($history)."'),
'".hesk_dbEscape($tmpvar['custom1'])."',
'".hesk_dbEscape($tmpvar['custom2'])."',
'".hesk_dbEscape($tmpvar['custom3'])."',

[dr_patso]

code was 4 for "in progress"

[dr_patso]

I have discovered a way to keep the ticket as "In progress" once you reply, as we find ourselves updating back to In progress on most replies,, and sometimes "waiting reply" we are not using the e-mail function of hesk.

in /admin/admin_reply_ticket.php

change

Code: Select all

/* Update the original ticket */
$new_status = empty($_POST['close']) ? 2 : 3;

to

Code: Select all

/* Update the original ticket */
$new_status = empty($_POST['close']) ? 4 : 3;

[dr_patso]

it appears this is done with the database in Hesk 2.4.

in PHPmyadmin select database then hesk_tickets table, then go to Structure, when you find hte status column (#14) hit change and change default value to the status you want.

0 New
1 Wating reply
2 Replied
3 Resolved
4 In Progress
5 On Hold