Thanks for the new bug in 3.11.01

[NC Software]

I'm viewing a ticket that is unassigned, just came in, Status is OPEN. I click the top area to assign the ticket while viewing it, I change the Staff, I change the Department and boom, my STATUS is changed from OPEN to RESPONDED.

Thanks Kayako, this is a critical issue as our RESPONDED status doesn't show in the main ticket listing so when my staff assign out tickets they won't notice this and now we'll have tickets that go unanswered!

Your Q/A continues to be sub-standard, your testing process is a failure!

[craigbrass]

Odd, just tested it and it doesn't do that for me. Which tab are you using on the menu (inside ticket view) to do this?

[NC Software]

Go to the OPTIONS in the ticket view (far right on sub-header). Set the Default Ticket Status When Replying and this looks like what is getting used when you change the department when assigning a ticket, NOT replying.

[Varun Shoor]

Hi Neal,
This is indeed a bug and was missed by our QA. I have just pushed out a fix for this in CVS.

Thanks for reporting.

Regards,

Varun Shoor

[craigbrass]

Odd, I just changed the default status on reply to On Hold and went to the release tab, assigned it and changed the department and it stayed in open so its working fine for me.

I did notice two other bugs tho :-
1. Staff are able to assign to departments other than the ones they are in (not sure if this is a bug or not but thought I'd mention it).
2. When you change the department, the status colours on that drop down menu dissappear.

[NC Software]

animated gif of the issue attached.

[Giray]

I stated the status change bug here:
http://forums.kayako.com/showthread....8889#post58889

In my case it defaults back to the top status.

*edit*

I just tried what you did Neal and I get the same. In my case, you can see if it does it for you, after any reply, it simply defaults back to the top status.

Varun, will you be giving us a single file to mod or do we need to do a full reinstall?

[NC Software]

Responded isn't my top status. I have departments with assigned statuses and that's probably the issue. When the department is selected the list content is reduced by removing the department assigned statuses which probably shouldn't be in the initial list either as it's specific to one department. So we probably have numerous bugs going on in this one issue, it wasn't thought through or tested properly, back to the drawing board.

[bwong@patton.com]

any word if this has been fixed in the newest CVS?

[craigbrass]

I think it has. Contact Kayako (http://members.kayako.net -> "Get Support") to find out which files have changed so you can upload these and fix the issue without waiting for the next stable to be released.