Status not updating

[cwyenberg]

Script URL:
Version of script: 2.8.2
Hosting company:
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:

I have noticed that statuses are not being updated consistently. For example, if a user replies to ticket with a "in progress" status, it does not update to "waiting for reply from staff". I've just created a test ticket and confirmed this is happening. Where do I look to resolve this?

Thanks

Update:

The behaviour is as follows...if I don't give something for the customer to reply to, then the status will not update. For example, I create a ticket following a phone call and send an email notification. I then change the status to "in progress" or similar. The customer then sends a message (maybe looking for an update) using the link from his notification. The status remains as "in progress" and I, therefore, can miss his message. However, if I send him a message after making that first status change, the status will change when he replies.

Is this by design?

[Klemen]

That is not by design, no. Whenever customer replies from the web interface, the status will change to "Waiting for staff reply".

Have you made any changes to the code? Also, please upgrade to the latest stable version.

[cwyenberg]

Not sure it's following a pattern anymore. Seems to happen randomly.

I tried updating to 2.8.4 today but lost my ticket list after installing. Is this due to using MFH?

I've made some changes must they are mostly layout and appearance. Nothing I can think of that would affect this functionality.

[Klemen]

If you're using MfH you most likely need to update that too. And you'll need to get support for MfH from author Mike:
viewforum.php?f=19

P.s.: not sure if he will be able to help with the status issues unless you have clear steps on how to reproduce it.

[cwyenberg]

Thanks, Klemen. I've done some further testing and noted the issue seems to be exclusive to the "in_progess" status (original id 4). The only difference between this status and the rest was it was not marked as "closable". I changed this to yes for closable and now statuses are updating as they should. I know this should not be related to my issue but it seems to have resolved things. I'll continue to monitor and will update if necessary.

I do know to contact Mike for MFH related issues. His update will erase the few modifications I've made so I'll need to be careful and better prepared when I tackle this.