Ticket Closed but still Due

[tmarshburn]

Can anyone help with how to remove a due date

When I "close" a ticket, I still have a due date that shows. These eventually turn to "Overdue" and are flagged for additional action. I would think when you close a ticket it would inactivate a due date since no further action is required.

I tried to remove the due date but was unable to do so. Am I missing something here?

[mhunt]

Nope....it's currrently missing as a feature, and has been logged as a Feature Request in the bug tracker for some time. I'm not sure whether it's likely to get into V3 gold....maybe Neil or Varun can comment?

[Neil-UKWSD]

Hi,

This could be with being added as an option but for each status, sometimes moving a ticket to some other status other than closed my require the due time clearing. Thoughts?

[mhunt]

Yes, along those lines I think would work. I had some communication with Varun (some time ago) regarding trigger actions when assigning tickets to specific statuses. I.E. ticket gets moved to closed status and it clears due time, forces the staff member to enter a 'reason for closing' post etc etc.

[tmarshburn]

Agreed. I can see the option of having a due date/time when changing status. But closed typically means no further action required. At minimum it would be nice to just have the due field optional and the ability to remove the date. I have some tickets that don't have a date there (not sure if it disappears after a certain amount of time) and others that stay "Overdue" since I'm not sure how to clear this due date.

It does make it very confusing to try and see what is really overdue however.

[bubble]

i just want to know, if i remove the due date directly from database, does it hurt?
I can just write a script to do this ...

[mhunt]

No, I've done the same....but Kayako really need to fix this bug.

[Coastie]

I have noticed the same thing. If it is closed, it needs to be considered complete.

[bubble]

Although i don't know how to code esupport clear due date when closing a ticket,
I just managed to change the calendar a bit such that we can remove the due date at least.

i have attached my new calendar, you can upload it to the relevant directories, relative to esupport root, that will do.


How to use
now you will see that the Due date "calendar" will be changed...
well, a bad thing (?) is that the one in Teamwork will changed too
(if you don't see that change, try to reload your page and also diable cache in esupport)
If you click the new "No Date" link which replace "Today" you will see "01/01/1970" . CLICK ONCE MORE TO CLOSE THE CALENDAR. Then You can just submit this date..The due date will be removed. You won't see any due date in the ticket again (not even 01/01/1970, you won't see that too), u can check.

If you want to change the code yourself, here are my changes:

Since i need to remove the due date and i don't need the "Today" function, I just replace the Today function with "No Date", that is

themes/admin-default/calendar.js
line 611:

change

date.setDateOnly(new Date()); // TODAY

To

 date.setDateOnly(0); // TODAY

and in
themes/admin_default/lang/calendar-en-us.js (or your language file..)

Line 102
change from

Calendar._TT["GO_TODAY"] = "Go Today";

to

Calendar._TT["GO_TODAY"] = "Clear Date";

line 119
change from

Calendar._TT["TODAY"] = "Today";

to

Calendar._TT["TODAY"] = "No Date";

TO DO (please help -_-, i am no DHTML expert, I don't know how to do it)
1. Make it a single click ....don't want two clicks to "No Date"
2. If it is 01/01/1970, it is quite misleading, I think if the "Date" just disappear immediately,that will be grate
I have check that esupport database stores this value as normal ^o^

[beglobal]

Anyone have a resolution for this? It would seem that the due date should clear when the ticket is closed. There is an option in the "Settings" under "Tickets" for:

Clear Overdue Time for Tickets when Staff Replies?
If Enabled, The SLA Overdue time will be cleared automatically whenever a staff replies to a ticket. A New overdue time will be calculated when the Client Replies back to ticket again.

But it doesn't seem to work.

[beglobal]

It looks like this is only an issue when the ticket is not responded to. For example, if I close a ticket, but don't respond, the countdown doesn't stop. But if I reply and close, it does. Looks like a bug to me.

[bubble]

Originally Posted by beglobal

It looks like this is only an issue when the ticket is not responded to. For example, if I close a ticket, but don't respond, the countdown doesn't stop. But if I reply and close, it does. Looks like a bug to me.

That's because reply will clear the Due date.
Close won't

[bubble]

anyway, i found out how to make clear due when close ticket now..

in modules/tickets/functions_ticketmain.php


search for the line:

function changeStatus($ticketstatusid, $isautoclose = false)

I am using 3.00.28 and it is at line 1398, I think it should be working for those bug fix version till 3.00.3x..

In this function, find the line:

$this->updatesql[] = "`ticketstatusid` = '". intval($ticketstatusid) ."'";

and add the following code after this

    if ( $_SWIFT["statuscache"][$ticketstatusid]["title"] == "Closed")      //the new status
    {
               $this->clearDue();
    }

i tested and it is ok....

[beglobal]

I have an encrypted version of the file since I'm testing with a leased version before I do a full upgrade from eSupport. I've asked for an unencrypted file to test with, and will try this out if I get one. Thanks for the information.

Just out of curiosity, will this account for tickets that are auto-closed due to a rule?

Thanks again,
JB

[beglobal]

Got an unencrypted copy of the file, and tested this... seems to do the trick. Thanks a lot!