Free Change due time to 0 on Close, On Hold, or other custom status

[AKL-MFCU]

I've dug deep in the forums and finally found a hack that is compatible with the most recent versions. So here is how to do it yourself until Kayako feels that this is a good option to have coded in:

1. Go to your supportsuite folder and go into the modules folder.
2. Select the functions_ticketmain.php and open for editing (im using VS 2005 but i believe wordpad still provides same functionality)
3. Do an edit->find (or quick find if using VS 2005)
4. Search for Change (you may have to skip a few ones)
5. locate the line that says:* Change Status for the given ticket
   */
6. Scroll only a tiny bit down until you see the string of code that says: $this->updatesql[] = "`ticketstatusid` = '". intval($ticketstatusid) ."'";
7. Then either copy and paste these items or edit your own using the same format but replace the obvious "Closed" or "On Hold" sections with your own created statuses. here is the hack:

if ( $_SWIFT["statuscache"][$ticketstatusid]["title"] == "Closed") //the new status
{
$this->clearDue();
}
if ( $_SWIFT["statuscache"][$ticketstatusid]["title"] == "On Hold") //the new status
{
$this->clearDue();
}
The function noted as clearDue() is a php code seen earlier in the file that clears the duetime to 0 within the sql table to that particular ticket. This is what occurs when you do a postreply.

This has been tested and works in V3.00.32 - V3.00.90 CVS

[richm]

Anyone know if this is still valid in 3.10.2?

Thanks,

Rich

[richm]

Interesting, in looking at the functions_ticketmain.php, found this commented out:

// REMOVED: VARUN
// if ( $_SWIFT["statuscache"][$ticketstatusid]["ticketstatusid"] == STATUS_CLOSED)
// {
// $this->clearDue(); //clear the Due date after ticket closed.
// }

Wonder why...

Rich

[Siora]

I would love to know if this still works...clearing the due time is a must.

[Siora]

I just tested it and it doesn't seem to work. Unless I did something wrong. Anyone else have any luck?

[richm]

No. But I did find that posting a reply (any reply) on closing a ticket (or on a closed ticket with due time still set) will clear the due time (remember to set or leave the status as closed though)

Rich