Status not changing after client reply to staff message

[cwyenberg]

Script URL:
Mods for HESK version: Latest
HESK version: Latest
Hosting company:
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution: Status

Write your message below:

I have a number of custom statuses. I have Hesk settings set to change the status to "Waiting for reply from Staff" when a client replies to a ticket. However, the status does not change after a customer reply, it remains as "waiting for customer reply". I have tried creating a new status to replace the original "Waiting for reply from Staff" but there is no change.

All other statuses work as expected.

**Update - no statuses are being updated after reply from client. Also, my "Waiting reply from Staff" staus is simply a renamed Status ID 1, not a custom status.

[cwyenberg]

Ok, not necessarily resolved but I at least found the cause. A few days ago, in the Manage Statuses area, I had changed the "Closable?" option from Yes to No for some of the statuses. I did this after reading the help for the option which reads: "Determines if a customer and/or staff is able to close a ticket in this status". I did this because I wanted to retain control over when a ticket is closed, regardless of status. However, a side effect of this change is statuses will not be updated when a customer replies to a ticket. Not good as I rely on current statuses while reviewing the ticket lists.

Is the only way to control customer closing the all or nothing "Customer resolve" option in Hesk Settings?

Thanks