Details
Improvement
Major
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:
- Update the awaiting-reply status language terms for clarity:
- "Open" should be "Awaiting Staff Reply"
- "Awaiting Reply" should be "Awaiting Client Reply"
- 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
- 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)
Activity
| Link | This issue relates to CORE-3016 [ CORE-3016 ] |
Automated transition triggered when Tyson Phillips (Inactive) merged pull request #50 in Stash -
| Status | In Review [ 5 ] | Closed [ 6 ] |
Tyson Phillips (Inactive)
made changes -
| 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: # Update the awaiting-reply status language terms for clarity: #* "Open" should be "Awaiting Staff Reply" #* "Awaiting Reply" should be "Awaiting Client Reply" # 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 # When an admin replies to a ticket via email, automatically change the status to "Awaiting Staff 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) |
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: # Update the awaiting-reply status language terms for clarity: #* "Open" should be "Awaiting Staff Reply" #* "Awaiting Reply" should be "Awaiting Client Reply" # 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 # 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) |
Tyson Phillips (Inactive)
made changes -
| Rank | Ranked higher |
Tyson Phillips (Inactive)
made changes -
| Sprint | 4.5.0 Sprint 2, 4.5.0 Sprint 3, 4.5.0 Sprint 4 [ 67, 74, 75 ] | 4.5.0 Sprint 2, 4.5.0 Sprint 3, 4.5.0 Sprint 4, 4.5.0 Sprint 5 [ 67, 74, 75, 77 ] |
| Time Spent | 1 hour, 43 minutes [ 6180 ] | 1 hour, 53 minutes [ 6780 ] |
| Worklog Id | 11804 [ 11804 ] |
Automated transition triggered when Jonathan Reissmueller created pull request #50 in Stash -
| Status | In Progress [ 3 ] | In Review [ 5 ] |
| Resolution | Fixed [ 1 ] |
| Remaining Estimate | 0 minutes [ 0 ] | |
| Time Spent | 1 hour, 43 minutes [ 6180 ] | |
| Worklog Id | 11804 [ 11804 ] |
Automated transition triggered when Jonathan Reissmueller created a branch in Stash -
| Status | Open [ 1 ] | In Progress [ 3 ] |
| Assignee | Jonathan Reissmueller [ jonathan ] |
Tyson Phillips (Inactive)
made changes -
| Rank | Ranked higher |
Tyson Phillips (Inactive)
made changes -
| Sprint | 4.5.0 Sprint 2, 4.5.0 Sprint 3 [ 67, 74 ] | 4.5.0 Sprint 2, 4.5.0 Sprint 3, 4.5.0 Sprint 4 [ 67, 74, 75 ] |
Tyson Phillips (Inactive)
made changes -
| Rank | Ranked higher |
Tyson Phillips (Inactive)
made changes -
| Sprint | 4.5.0 Sprint 2 [ 67 ] | 4.5.0 Sprint 2, 4.5.0 Sprint 3 [ 67, 74 ] |
Tyson Phillips (Inactive)
made changes -
| Rank | Ranked lower |
Tyson Phillips (Inactive)
made changes -
| Sprint | 4.5.0 Sprint 2 [ 67 ] |
Tyson Phillips (Inactive)
made changes -
| Fix Version/s | 4.5.0-b1 [ 11108 ] |
Tyson Phillips (Inactive)
made changes -
| 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: # If an admin replies to a ticket, set the status selector to "Awaiting 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 # When an admin replies to a ticket via email, automatically change the status to "Awaiting 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) |
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: # Update the awaiting-reply status language terms for clarity: #* "Open" should be "Awaiting Staff Reply" #* "Awaiting Reply" should be "Awaiting Client Reply" # 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 # When an admin replies to a ticket via email, automatically change the status to "Awaiting Staff 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) |
Tyson Phillips (Inactive)
made changes -
| Story Points | 3 |
Tyson Phillips (Inactive)
made changes -
| Field | Original Value | New Value |
|---|---|---|
| Rank | Ranked higher |
Tyson Phillips (Inactive)
created issue -
