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  1. Blesta Core
  2. CORE-2590

Support Manager: Automatically set status on ticket reply

    Details

    • Type: Improvement
    • Status: Closed
    • Priority: Major
    • Resolution: Fixed
    • Affects Version/s: None
    • Fix Version/s: 4.5.0-b1
    • Component/s: Plugins
    • Labels:
      None

      Description

      Someone had suggested that ticket replies should automatically update the ticket status, e.g., to "Awaiting Reply"
      See https://www.blesta.com/forums/index.php?/topic/10839-active-open-tickets/

      I believe something along these lines exists already, but not to this extent.

      My thoughts:

      1. Update the awaiting-reply status language terms for clarity:
        • "Open" should be "Awaiting Staff Reply"
        • "Awaiting Reply" should be "Awaiting Client Reply"
      2. If an admin replies to a ticket, set the status selector to "Awaiting Client Reply" (the status to transition to on save)
        • However, if the reply is a note, then don't change the ticket status from its current state
      3. When an admin replies to a ticket via email, automatically change the status to "Awaiting Client Reply"

      Similarly, when a client replies, the status should change accordingly, e.g. to "Open" status.

      This should allow for auto-transitioning of the ticket status, but also allow for the status to be overridden manually.

      Additionally (this may be best when custom statuses exist):

      • Add a setting per department with options to set the ticket status to transition to automatically (i.e., to do the behavior described in this task)

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          People

          • Assignee:
            jonathan Jonathan Reissmueller
            Reporter:
            tyson Tyson Phillips (Inactive)
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            Dates

            • Created:
              Updated:
              Resolved:
              Fix Release Date:
              31/Jan/19

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