status change when replying (staff side)

davecnhi · **status change when replying (staff side) -** 15-08-2007, 08:56 AM

If a staff member replies to a ticket from the helpdesk, the ticket status automatically reverts to the first status listing in the dropdown ... is there a way to avoid this?

**Jamie Edwards** · 15-08-2007, 11:01 AM

Hi Dave,

This is a bug - I have submitted it to the bug tracker. We will fix this as soon as possible.

Many thanks,

**Jamie Edwards** · 15-08-2007, 11:14 AM

This has been fixed. It will be available in the latest CVS build. The file affected was modules/tickets/functions_ticketsui.php - you will be able to simply replace this file from the latest CVS archive.

craigbrass · 15-08-2007, 12:21 PM

Gotta love that, fixed in 3 hours!

Siora · 15-08-2007, 01:02 PM

Jamie,

Whenever kayako makes changes to certain files to fix bugs is it possible to list what lines of code were changed? Sometimes its not possible to just copy and overwrite your file because you've already modded it.

**Jamie Edwards** · 15-08-2007, 01:05 PM

Hi Siora,

I see your point here. I will do my best to do this in future, but the CVS version has not yet been built so I cannot extract this data. I advise you look at WinMerge (open source comparison tool) to compare versions yourself.

Siora · 15-08-2007, 01:16 PM

Thanks for that. I just took a look at the members area and looked at the change log. There was an update to staff_viewtickets.php and that is one file that I already modified (can't remember for what) which is why I brought this point up.

I will take a look at WinMerge though.

Giray · 15-08-2007, 02:11 PM

AHH, YES!! This is the bug I spoke of the the 3.11.01 thread!! Great. Is the build up yet?

craigbrass · 15-08-2007, 02:17 PM

Not yet. Check tomorrow morning 6AM GMT time.

Giray · 15-08-2007, 02:54 PM

Thanks. I did check the current cvs file, dated

Quote:

// $Author: mslaria $ ($Date: 2007/08/14 07:30:36 $)

and it does have two differences with my 3.11.01. I'm guessing those are not the ones right? Wait for tomorrow's?

craigbrass · 15-08-2007, 03:36 PM

Considering you only posted today, unless it was actually fixed yesterday and not relayed to Jamie, it was likely something else.

You can try it (no harm will come from doing this) or wait until the morning.

Giray · 15-08-2007, 04:01 PM

Quote:

Originally Posted by craigbrass

Considering you only posted today, unless it was actually fixed yesterday and not relayed to Jamie, it was likely something else.

You can try it (no harm will come from doing this) or wait until the morning.

Oh well, morning it is. Tried and, indeed, it's not the cvs with the fix. Hasta mañana.

davecnhi · 15-08-2007, 04:03 PM

Jamie:

thanks for addressing this so quickly.

Giray · 16-08-2007, 06:33 AM

Downloaded the 16 Aug cvs. Installed the new functions_ticketsui.php and it works!! Halleluyah. Statuses no longer 'change' when you reply.

craigbrass · 16-08-2007, 08:54 AM

Glad to hear the problem is sorted!

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davecnhi Offline New Member Posts: 23 Join Date: Aug 2007	status change when replying (staff side) - 15-08-2007, 08:56 AM If a staff member replies to a ticket from the helpdesk, the ticket status automatically reverts to the first status listing in the dropdown ... is there a way to avoid this?

craigbrass Offline Senior Member Posts: 5,553 Join Date: Jun 2005 Location: Cumbria, UK	15-08-2007, 12:21 PM Gotta love that, fixed in 3 hours! Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Online Member Posts: 1,308 Join Date: Apr 2007 Location: Toronto Canada	15-08-2007, 01:02 PM Jamie, Whenever kayako makes changes to certain files to fix bugs is it possible to list what lines of code were changed? Sometimes its not possible to just copy and overwrite your file because you've already modded it. Siora Solutions Inc. www.sioraIT.com

Siora Online Member Posts: 1,308 Join Date: Apr 2007 Location: Toronto Canada	15-08-2007, 01:16 PM Thanks for that. I just took a look at the members area and looked at the change log. There was an update to staff_viewtickets.php and that is one file that I already modified (can't remember for what) which is why I brought this point up. I will take a look at WinMerge though. Siora Solutions Inc. www.sioraIT.com

Giray Offline Member Posts: 107 Join Date: Nov 2004 Location: France/Switzerland	15-08-2007, 02:11 PM AHH, YES!! This is the bug I spoke of the the 3.11.01 thread!! Great. Is the build up yet? Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

craigbrass Offline Senior Member Posts: 5,553 Join Date: Jun 2005 Location: Cumbria, UK	15-08-2007, 02:17 PM Not yet. Check tomorrow morning 6AM GMT time. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,553 Join Date: Jun 2005 Location: Cumbria, UK	15-08-2007, 03:36 PM Considering you only posted today, unless it was actually fixed yesterday and not relayed to Jamie, it was likely something else. You can try it (no harm will come from doing this) or wait until the morning. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

davecnhi Offline New Member Posts: 23 Join Date: Aug 2007	15-08-2007, 04:03 PM Jamie: thanks for addressing this so quickly.

Giray Offline Member Posts: 107 Join Date: Nov 2004 Location: France/Switzerland	16-08-2007, 06:33 AM Downloaded the 16 Aug cvs. Installed the new functions_ticketsui.php and it works!! Halleluyah. Statuses no longer 'change' when you reply. Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

craigbrass Offline Senior Member Posts: 5,553 Join Date: Jun 2005 Location: Cumbria, UK	16-08-2007, 08:54 AM Glad to hear the problem is sorted! Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger