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Possibly bug: Status closed and %%MESSAGE%%
Posted: Mon Mar 16, 2015 4:33 pm
by 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
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Mon Mar 16, 2015 6:15 pm
by 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)
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Mon Mar 16, 2015 6:27 pm
by alve89
I think I meant LOCKING with CLOSING. How else could I close?
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Mon Mar 16, 2015 7:22 pm
by 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.
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Mon Mar 16, 2015 7:29 pm
by alve89
Ah, ok, so I can (/should) resolve a ticket and afterwards close it?
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Mon Mar 16, 2015 7:34 pm
by 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").
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Mon Mar 16, 2015 7:42 pm
by 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!
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Tue Mar 17, 2015 4:35 pm
by 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
Re: Possibly bug: Status closed and %%MESSAGE%%
Posted: Tue Mar 17, 2015 4:47 pm
by alve89
Nice to hear.
