Help tickets coming though with a blank status

support@subhub. · **Help tickets coming though with a blank status -** 20-02-2008, 11:35 AM

Hello Kayako users,

I have a problem with tickets being created through the client interface coming through with a blank status, how can I ensure these come through with a status of 'New'?

craigbrass · 20-02-2008, 12:00 PM

Have you deleted the "Open" status?

support@subhub. · 20-02-2008, 12:04 PM

Hi Craig

I did delete this but then put it back but I guess the default Open status is required, how can I get this back?

Ideally I want all tickets to come through with a status of 'New'.

craigbrass · 20-02-2008, 12:17 PM

Admin CP -> Templates -> Manage Groups -> Settings -> Set "Default Ticket Status" and save even if it is on the correct one. That should fix your issue.

support@subhub. · 20-02-2008, 01:21 PM

Thanks Craig, you are a star!

craigbrass · 20-02-2008, 01:22 PM

Your welcome. Glad I could be of help.

ppafford · 12-03-2008, 08:02 PM

Hi Guys,

Having the same issue

I followed the steps you have suggested but with no luck.

The problem I am having is the same, "Status not being set" when raising new tickets to other groups or transferring tickets to other groups as well.

But my default group works with no problems.

any thoughts?

--Phill

Reliable Source / Reliable Sources

ppafford · 12-03-2008, 08:56 PM

Hi all,

I think there is another step you might mention.

Here is how I got it to work.

I am using a ton of aliases for all my departments, you also might need to edit/update

Mail Parser »Manage E-mail Queues »mail Queues » Edit E-mail Queue

and update the status in this as well.

Hope this helps

craigbrass · 12-03-2008, 09:14 PM

Thanks for sharing how you fixed it. I am sure it will help other users who have this issue.

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support@subhub. Offline New Member Posts: 17 Join Date: Nov 2007	Help tickets coming though with a blank status - 20-02-2008, 11:35 AM Hello Kayako users, I have a problem with tickets being created through the client interface coming through with a blank status, how can I ensure these come through with a status of 'New'?

craigbrass Offline Senior Member Posts: 5,712 Join Date: Jun 2005 Location: Cumbria, UK	20-02-2008, 12:00 PM Have you deleted the "Open" status? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

support@subhub. Offline New Member Posts: 17 Join Date: Nov 2007	20-02-2008, 12:04 PM Hi Craig I did delete this but then put it back but I guess the default Open status is required, how can I get this back? Ideally I want all tickets to come through with a status of 'New'.

craigbrass Offline Senior Member Posts: 5,712 Join Date: Jun 2005 Location: Cumbria, UK	20-02-2008, 12:17 PM Admin CP -> Templates -> Manage Groups -> Settings -> Set "Default Ticket Status" and save even if it is on the correct one. That should fix your issue. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

support@subhub. Offline New Member Posts: 17 Join Date: Nov 2007	20-02-2008, 01:21 PM Thanks Craig, you are a star!

craigbrass Offline Senior Member Posts: 5,712 Join Date: Jun 2005 Location: Cumbria, UK	20-02-2008, 01:22 PM Your welcome. Glad I could be of help. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

ppafford Offline Member Posts: 58 Join Date: Jan 2008	12-03-2008, 08:02 PM Hi Guys, Having the same issue I followed the steps you have suggested but with no luck. The problem I am having is the same, "Status not being set" when raising new tickets to other groups or transferring tickets to other groups as well. But my default group works with no problems. any thoughts? --Phill Reliable Source / Reliable Sources

ppafford Offline Member Posts: 58 Join Date: Jan 2008	12-03-2008, 08:56 PM Hi all, I think there is another step you might mention. Here is how I got it to work. I am using a ton of aliases for all my departments, you also might need to edit/update Mail Parser »Manage E-mail Queues »mail Queues » Edit E-mail Queue and update the status in this as well. Hope this helps

craigbrass Offline Senior Member Posts: 5,712 Join Date: Jun 2005 Location: Cumbria, UK	12-03-2008, 09:14 PM Thanks for sharing how you fixed it. I am sure it will help other users who have this issue. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger