Force ticket contents before "close"

[GoneShootin]

To ensure that a staff memeber has actioned a mail i.e replied follow up etc before they close the issue it would be a good idea to have a rule whereby a ticket received CANNOT be closed without a note being added to that ticket - phone ticket or otherwise.

All received communication is therefore acknowledged by the staff and a note of what they did entered.

As discussed here:

Force ticket contents before "close"

[craigbrass]

Totally back this one.

[GoneShootin]

The old saying holds - if you want something done then do it yourself.

So I hacked near line 80 of modules/tickets/staff_ticketactions.php for a REPLY action where if ($_POST["tt_ticketstatusid"] != $_ticketobj->ticket["ticketstatusid"]) and modified that IF condition to the following result

    if ($_POST["tt_ticketstatusid"] != $_ticketobj->ticket["ticketstatusid"])
    {    
      //if status = 3 and contents are empty then dont allow status change
       if($_POST["tt_ticketstatusid"]=="3" && (trim($_POST["replycontents"]) == ""))
         header("location: index.php?_m=tickets&_a=viewticket&ticketid=".intval($_ticketobj->ticket["ticketid"])."&replyerror=1".iif($_POST["dofollowup"], "&followupresult=".intval($_followupresult)));
         else
      $_ticketobj->changeStatus($_POST["tt_ticketstatusid"]);        
    }

This prevents someone from setting a status to CLOSED if the reply contents are empty.

[John Haugeland]

I'm filing this as a feature request, to see if something similar can't be put into the product proper.
Kayako Bug Tracker - Viewing Issue #624 - Request configuration to cause inability to close ticket without response