Default ticket status - keeps old setting - Kayako

Giray · **Default ticket status - keeps old setting -** 08-05-2007, 09:31 AM

Once upon a day I had, in settings, new customer replies set to change the status to 'in progress'. Since, I've added more statuses and now want it to be 'Do Not Change'. So I've set it to 'Do Not Change' in the dropdown. And yet, they are still reverting to 'in progress' as though the database has not taken into account the change. Any purge type ideas?

Siora · 08-05-2007, 12:15 PM

Quote:

Originally Posted by Giray

Once upon a day I had, in settings, new customer replies set to change the status to 'in progress'. Since, I've added more statuses and now want it to be 'Do Not Change'. So I've set it to 'Do Not Change' in the dropdown. And yet, they are still reverting to 'in progress' as though the database has not taken into account the change. Any purge type ideas?

This might be a cache problem. Clearing your cache may resolve this. This happened to me regarding a template and clearing the cache resolved it. Perhaps someone else can confirm.

Giray · 08-05-2007, 12:24 PM

Thanks for that, but not sure how cache could be the issue. I did, btw clear it several times.
No, the problem must be server side. When a client replies, it reverts to a different status than the one that is currently set in the admin.

**Jamie Edwards** · 08-05-2007, 12:25 PM

Hi Giray,

This may be a bug - could you please submit a bug so we can confirm and track this? http://bugs.kayako.com

Giray · 08-05-2007, 12:29 PM

Okay. I will, indeed, submit it to the depths of the bug tracker

Question. Should I take a chance and delete the status that the system is reverting to and create a replacement with a different name? That might force the system, somehow??

Mahesh Slaria · 08-05-2007, 12:41 PM

Hi,

I am not able to duplicate this issue. Please provide me screen shots with steps to reproduce this issue.

Thanks.

Regards,

Giray · 08-05-2007, 12:48 PM

This is a shot of the current admin setting. And yet, no matter what the status on a ticket, it defaults back to 'in progress' which is the old status default prior to changing it to "Do Not Change".

Giray · **My Fault -** 08-05-2007, 01:56 PM

Thanks Mahesh. He walked me through the debugging process and it turns out my problem was a setting issue on my side. Again, thanks Mahesh.

Mahesh Slaria · 08-05-2007, 02:01 PM

No problem Giray. Its all my pleasure to help you.

Regards,

richm · 08-05-2007, 02:24 PM

Hello Giray,

It might be good to include the setting(s) that were wrong and the correct setting(s) here so the post becomes usable as a solution to others.

(We all probably see too many posts in here where the problem is just what we are experiencing, but the solution never surfaces) Maybe it will even make it into the Kayako KB or Troubleshooter!)

Regards,

Rich

Brad T · 30-05-2007, 07:35 PM

Giary,

I agree with rixm - please post the final solution.

I have a similar problem - new tickets or responses received by email correctly receive NEW status, but I suspect that whenever a customer logs into the client support center and posts or updates a ticket the status is incorrectly set to IN PROGRESS.

Thanks,

Brad.

Brad T · 30-05-2007, 07:36 PM

I forgot to mention: SupportSuite 3.04.10 (stable).

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Giray Offline Member Posts: 96 Join Date: Nov 2004 Location: France/Switzerland	08-05-2007, 12:24 PM Thanks for that, but not sure how cache could be the issue. I did, btw clear it several times. No, the problem must be server side. When a client replies, it reverts to a different status than the one that is currently set in the admin. Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

Giray Offline Member Posts: 96 Join Date: Nov 2004 Location: France/Switzerland	08-05-2007, 12:29 PM Okay. I will, indeed, submit it to the depths of the bug tracker Question. Should I take a chance and delete the status that the system is reverting to and create a replacement with a different name? That might force the system, somehow?? Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

Mahesh Slaria Offline Member Posts: 182 Join Date: Jul 2006	08-05-2007, 12:41 PM Hi, I am not able to duplicate this issue. Please provide me screen shots with steps to reproduce this issue. Thanks. Regards,

Giray Offline Member Posts: 96 Join Date: Nov 2004 Location: France/Switzerland	My Fault - 08-05-2007, 01:56 PM Thanks Mahesh. He walked me through the debugging process and it turns out my problem was a setting issue on my side. Again, thanks Mahesh. Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

Mahesh Slaria Offline Member Posts: 182 Join Date: Jul 2006	08-05-2007, 02:01 PM No problem Giray. Its all my pleasure to help you. Regards,

Brad T Offline New Member Posts: 2 Join Date: Feb 2007	30-05-2007, 07:35 PM Giary, I agree with rixm - please post the final solution. I have a similar problem - new tickets or responses received by email correctly receive NEW status, but I suspect that whenever a customer logs into the client support center and posts or updates a ticket the status is incorrectly set to IN PROGRESS. Thanks, Brad.

Brad T Offline New Member Posts: 2 Join Date: Feb 2007	30-05-2007, 07:36 PM I forgot to mention: SupportSuite 3.04.10 (stable).