Possibly bug: Status closed and %%MESSAGE%%

[alve89]

When marking a ticket as "Resolved" the user gets an email with the message of resolving:

Code: Select all

<p>Hello %%NAME%%,</p>
<p>your ticket "%%SUBJECT%%" is „resolved“ / „closed“ now:</p>
<p>%%MESSAGE%%</p>

but when I mark a ticket as "Closed" the user gets an email with an old message of the user.

I think you should be able to set an "Closing" message as well as an "Resoving" one - so either you need to differentiate between "closed" and "resolved" and both become their own email template in language dir, or you need to have the option to set a "closing" message manually (e.g. "This ticket is closed now because I can't help you and want to stop you from annoying me!").

Is this possible or where is the bug?

Thanks in advance and best regards
Stefan

[Klemen]

Yes, "Closed" and "Resolved" are the one and same thing in HESK.

When you click the link to resolve ticket, the %%MESSAGE%% tag is replaced by original ticket message. When you submit as resolved, the %%MESSAGE%% tag is replaced by staff reply. This is intended usage.

If you want to prevent someone to nag you over the ticket, you should:

1. LOCK ticket (click the padlock icon in ticket header)

and/or

2. ban the user making problems (IP and/or IP ban)

[alve89]

I think I meant LOCKING with CLOSING. How else could I close?

[Klemen]

I'm not sure what you mean?

Tickets can be closed in many ways:
- "Mark as Resolved" link
- "Change status to: Resolved" + "Go" button
- "Submit as: Resolved" button in the "Add reply" form
- in ticket list...

Locked is locked - customer cannot reopen ticket. And resolved/closed is simply a status.

[alve89]

Ah, ok, so I can (/should) resolve a ticket and afterwards close it?

[Klemen]

Again, "resolve" is the same as "close". It's two different words for the same thing, so I will only use word "resolve".

If you want to prevent people from replying after ticket is resolved, you need to "resolve" and "lock".

Or, in HESK settings, set "Reopen tickets" to OFF and customers will never be able to open resolved tickets (tickets will be locked automatically after "resolve").

[alve89]

I'm so stupid, once again I meant "afterwards LOCK"... Oh man. I'm sorry! But I get want to explained and I'm thankful for the correction!

Let me also say "Thank you!" for this great software!

[alcazar]

Youre not stupid, help desk systems often use different labels for the same status, depending on the viewer ("customer" or "staff").
i. e. "new ticket" on customer page and "open ticket" for staff

[alve89]

Nice to hear.