clearing due dates

[chadillac]

Our system is having a problem clearing due dates for:

1. Closed Tickets
2. Custom Status that are equal or similar to "Closed"
3. on All tickets that become marked with a due date at any time.

currently EVERY ticket in our system is "Overdue" and I have a feeling this is going to weigh heavy on our reporting abilities... is there a fix for this?

[chadillac]

no ideas from anyone?

[Neil-UKWSD]

Hi,

There is an open bug for this, it will require an additional option adding to the system.

[chadillac]

thanks for the heads up

[lifeunconscious]

I've added the following lines into the changeStatus() function in functions_ticketmain.php. This clears up all status changes from implementation point. For the older tickets, you'd have to update the ticket's duetime to 0 in the database.

Here's the code:

if ($ticketstatusid == STATUS_CLOSED) {
$this->clearDue();
}

[chadillac]

I can't find this file.... where abouts is it located?

+++++ edit ++++++
nevermind, found it

[chadillac]

works like a charm

[lifeunconscious]

Fabulous!

[eger]

What version has this bug? I am having same problem in v3.00.32.

Just wondering if it's already been added to be fixed in next stable. I can't modify the file since my license is for the encoded version only.

Does anyone know if the changeStatus() function is also run if tickets are set closed by a parser rule?

[chadillac]

I'm on .32 as well.

I have no idea how you could edit or update it if you are on a hosted version... possibly submit a ticket to Kayako and hope they will make the update for you... don't hold your breath though

[lifeunconscious]

I'm on .31.

eger - Yes, the changeStatus() function is executed in the parser rule. Not sure how this will help you since you're on hosted and will not be able to change the codes.

Can anyone find a reason why someone would want the overdue status to remain for a closed ticket? Maybe there's a reason for this.

The only reason I can think of is if you want to track overdue tickets?

If so, I think there should be another method of handling this and not just keeping it on overdue.

What are your thoughts on this?

[Neil-UKWSD]

I don't see any reason for keeping them marked as overdue, if a ticket is closed then chances are it has been resolved and should have the due time field cleared by default.

There is a bug open for this, Varun has said he would look to add a toggle option when adding statuses so when a ticket is set to status X the due time will be cleared.

[eger]

It would be nice if there was an action to Close and Marke done at the same time then, or rather, have the Close option also mark it done. But have an option to Close and Leave Due.

Just some thoughts... Also I am not on the hosted version, I run my own installation. But is there a reason my functions_ticketmain.php is encoded and others can edit it?

Not a big deal. I guess I can wait for the next stable to fix this since it's no show stopper.