Adding Ticket statuses

[IsMyWebsite]

Hello,

Is it possible to add ticket status in HESK? I know there are the default ones (new, waiting reply, on hold, etc), but can you add custom ones at all?

Regards,
Dominic

[Klemen]

Not at the moment, you would need to edit a lot of code in a lot of places to do that.

My suggestion would be to change names of "On Hold" and "In Progress" to the status you need and use that (because these two statuses are never assigned by HESK, just by staff).

[mkoch227]

Updated 1/10/2014

Here is a quick text document I have created for creating additional statuses in HESK (there's about 10-12 files you need to update )

Unfortunately, I accidentally deleted the file off of my web server

[steve]

Nice cheat sheet. Thanks!

[mkoch227]

Nice cheat sheet. Thanks!

Not a problem. After adding a couple new statuses, I wrote up the cheat sheet, cause there was no way for me to remember all of that

[bastiaan.c]

Hi,

Is there a way to post http://kandbconsult.com/mkoch/customHESKstatus.txt again. The link seems to be broken.

Thanks

[mkoch227]

I updated the link in the first post of the thread. Sorry about that!

Please note that I haven't been able to test this on the lastest version of HESK. Please let me know if everything works properly

[bastiaan.c]

Ok, I have version 2.5.0.

The status shows if I am in a ticket. However if I go to the admin page (Home) I see the menu bar and below words Open tickets. The rest is blank.

I checked if I did embed all correctly but I did not find anything that would be wrong I followed exactly your directions. Like I said. If I am in a ticket itself I can change the status and I can see that it worked, but support/admin or home is blank.

Please help or suggest

[bastiaan.c]

Ok, I found out (ofcourse ) I did something wrong

I do not understand this part (It was causing the issue. Can you be a bit more exact???
I have not implemented this part now and it seems to work

***************************
inc/print_tickets.inc.php
***************************

Under line 90: "if ($tmp == 0 || ($tmp == 5 && !isset($status[3])) )". Change 5 to #.
then it will read "if ($tmp ==0 || ($tmp == 6 && !isset($status[3])) )"


Thanks for all you do

[bastiaan.c]

Question:

***************************
inc/print_tickets.inc.php
***************************
Line 65:

$possible_status = array(
0 => 'NEW',
1 => 'WAITING REPLY',
2 => 'REPLIED',
3 => 'RESOLVED (CLOSED)',
4 => 'IN PROGRESS',
5 => 'ON HOLD',
);

Under the last line in the array, type in the following: # (the same number added to the database) => 'VOID' (or the name you wish to use.

i.e. after adding this status, the line should read (in this case) "6 => 'VOID'," (w/out quotes)

Under line 90: "if ($tmp == 0 || ($tmp == 5 && !isset($status[3])) )". Change 5 to #.
then it will read "if ($tmp ==0 || ($tmp == 6 && !isset($status[3])) )"



Was tis 1 task or 2 tasks???

[mkoch227]

Line 90 should read exactly:

Code: Select all

if ($tmp ==0 || ($tmp == ### && !isset($status[3])) )

where ### is the highest value on your status array (in your case, 6)

[Sandengrip]

OK I also followed these instructions thoroughly but no luck.
Everything seemed to be working BUT: when I change to the new status (6) the ticket doesn't actually get this status. It always ends up on status 5, 'on hold'.

Any idea what I did wrongly? We are running -
HESK version: 2.4.2
PHP version: 5.3.10-1ubuntu3.6
MySQL version: 5.5.31-0ubuntu0.12.04.2

Any help would be appreciated.
cheers
/William

[Sandengrip]

And of course I found it out now just after posting that other reply. I had only changed the structure of hesk_status but not the status field in hesk_tickets. So failed at step 1.. Thanks mkoch227 for your guidance.
/W

[mkoch227]

I have updated the custom status cheat sheet to reflect changes in HESK 2.5.2. Files updated:

Code: Select all

admin/export.php

You can view the cheat sheet several posts above this one.

[DiegoHowes]

Hi mkoch227 and everybody!

I read all the replies and i guess the "answer" i need is here! Thank you all!

By the way, i did not found the "cheat sheet". Does anybody have it?

Thanks again!