Setting status to close when staff replies

tberlin · **Setting status to close when staff replies -** 11-01-2008, 04:36 PM

Hello,

after upgrading to the newest version i lost a setting which i already had.

When a staff member opens a ticket the "status" should automatically set to "closed" because in most cases this is what the staff member choose.

but i forgot how i changed this last time, can anybody help me with this please?

Thanks!

**Jamie Edwards** · 11-01-2008, 04:37 PM

Hi tberlin,

This is a per-staff setting, and can be found under the Preferences menu when logged into the staff control panel.

tberlin · 11-01-2008, 04:43 PM

Hi Jamie,

sorry but i cannot find this option in staff control panel?

**Jamie Edwards** · 11-01-2008, 04:51 PM

Hi tberlin,

My apologies - I have assumed wrong. I will find out for you unless someone else posts back in the meantime

tberlin · 11-01-2008, 04:53 PM

Hi Jamie,

no problem. I think i changed a template directly and set the option to "checked" or something like this.

craigbrass · 11-01-2008, 04:53 PM

I would also be interested in finding out how to do this. I just modified the code files to get it to do this but if there is a setting, even better. I couldn't find one when I looked tho.

tberlin · 11-01-2008, 05:01 PM

Hi Craig,

which code file did you modify?

craigbrass · 11-01-2008, 05:21 PM

Can't remember. I'll try and find it and post back.

tberlin · 11-01-2008, 09:01 PM

I found this: $_statusselect
file: /modules/tickets/staff_viewticket.php (at line 317)

but where can i do this: <option value="closed" selected="selected"> ???

craigbrass · 12-01-2008, 10:48 AM

Ah, Staff CP -> Tickets -> Manage Tickets -> Options (on the right) -> "Default Ticket Status When Replying"

tberlin · 12-01-2008, 10:51 AM

So many options there ;-)

That was is! Greetings

craigbrass · 12-01-2008, 11:05 AM

Yea, its good to have all these options but it is a nightmare to find some of them!

AndyW · 12-01-2008, 11:49 AM

Wish this happened when staff replies to tickets via email...

craigbrass · 12-01-2008, 01:37 PM

You could theoretically do this with parser rules I imagine. Like if body contains "STATUS:CLOSE", close the ticket.

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tberlin Offline New Member Posts: 15 Join Date: Sep 2007	Setting status to close when staff replies - 11-01-2008, 04:36 PM Hello, after upgrading to the newest version i lost a setting which i already had. When a staff member opens a ticket the "status" should automatically set to "closed" because in most cases this is what the staff member choose. but i forgot how i changed this last time, can anybody help me with this please? Thanks!

tberlin Offline New Member Posts: 15 Join Date: Sep 2007	11-01-2008, 04:43 PM Hi Jamie, sorry but i cannot find this option in staff control panel?

tberlin Offline New Member Posts: 15 Join Date: Sep 2007	11-01-2008, 04:53 PM Hi Jamie, no problem. I think i changed a template directly and set the option to "checked" or something like this.

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	11-01-2008, 04:53 PM I would also be interested in finding out how to do this. I just modified the code files to get it to do this but if there is a setting, even better. I couldn't find one when I looked tho. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

tberlin Offline New Member Posts: 15 Join Date: Sep 2007	11-01-2008, 05:01 PM Hi Craig, which code file did you modify?

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	11-01-2008, 05:21 PM Can't remember. I'll try and find it and post back. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

tberlin Offline New Member Posts: 15 Join Date: Sep 2007	11-01-2008, 09:01 PM I found this: $_statusselect file: /modules/tickets/staff_viewticket.php (at line 317) but where can i do this: <option value="closed" selected="selected"> ???

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	12-01-2008, 10:48 AM Ah, Staff CP -> Tickets -> Manage Tickets -> Options (on the right) -> "Default Ticket Status When Replying" Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

tberlin Offline New Member Posts: 15 Join Date: Sep 2007	12-01-2008, 10:51 AM So many options there ;-) That was is! Greetings

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	12-01-2008, 11:05 AM Yea, its good to have all these options but it is a nightmare to find some of them! Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

AndyW Offline Member Posts: 50 Join Date: Aug 2006	12-01-2008, 11:49 AM Wish this happened when staff replies to tickets via email... ASP web hosting service

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	12-01-2008, 01:37 PM You could theoretically do this with parser rules I imagine. Like if body contains "STATUS:CLOSE", close the ticket. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger