Ticket Status Issue

[peopleinside_it]

Version of script: 2.5

Write your message below:

As i told in the previous version of Hesk,
if i put the tag %%STATUS%% on a template of response email and the ticket status after a reply by staff is not awaiting for customer reply but on old status like: New.

Also i think the problem is when a staff reply to aticket the status can be to default awainting customer reply but the operator should have the choice to give the ticket open or on Hold.

Actualy if i want take a ticket on hold after reply i have to reply to the ticket than the status of ticket are automaticly changed to "awaiting customer reply" then operator has change the ticket status to On Hold.

In the new fix it should be an option before the send reply (staff interface) where operator can decide the status of the ticket after the reply.

In this case when operator send reply the ticket status are correctly changed for example ON Hold and the ticket status tag putted in reply email re acorrect: On Hold.

What do you think about this?

[Klemen]

In 2.5 HESK will check and set correct status - the status that will be set automatically after replying.

If you later change the status to something else no notifications of that will be sent.

[peopleinside_it]

In 2.5 HESK will check and set correct status - the status that will be set automatically after replying.

If you later change the status to something else no notifications of that will be sent.

The status is set automatically after replyng and if i want to set different status like hold before send reply and set the hold status when i send my reply?
This is not good!

So if i put the tag status in the email reply staff template and i reply to customer in the reply the status of tag will be new (the previous status)

So there is two problem who i wrote here.

[Klemen]

I'm not sure I understand completely the issue.

Can you give a real-life example of what is happening? Please give step by step instructions of what you do, what you expect to be shown and what is actually shown.

[peopleinside_it]

I'm not sure I understand completely the issue.

Can you give a real-life example of what is happening? Please give step by step instructions of what you do, what you expect to be shown and what is actually shown.

Ok imagine i'm in a client ticket and i'm writing a reply to client.
The client for example don't want or dont pay a bill so we are discussing on a ticket.
Now as staff i need to put the ticket On Hold and (editing the ticket.php) in On Hold status ticket can't be closed buy the client .. also for make this i have to delete the close client side link to the waiting staff reply status.. or if client reply to the Hol ticket can close it after.

So imagine the ticket now is in the status New i want, after my reply put it on status On Hold.
For make this i have to repply and i can't select the new status after my reply, after my reply status of ticket will be wainting client reply and for me is replied so, i have to reply and after open the ticked and change status manualy from On Hold.

I think as in Osticket need a menu between the message of operator and the send reply button of operator to choose new status ticket after reply.

Is more clear now?
My english is little

[Klemen]

Yes, I see what you mean. I will most likely add a select box to the "Submit a reply" box giving you option to select the new status when replying (just like you can choose to close the ticket or change priority).