Status change when changing Department of Ticket

Xeserve · **Status change when changing Department of Ticket -** 05-10-2007, 07:11 PM

I think the option for automatic response change in replying should not be connected when changing the department of a ticket.

We have 3 status, open, awaiting response and closed. By default when people respond the ticket status is meant to change to awaiting response.

The problem that we have is people mix issues up in the wrong department, so we have to change the department and when a tech does this, the status is automatically changed to awaiting response. The techs that work for us sometimes forget to change the ticket status back to open and therefore the client never gets a response as the ticket is left under the awaiting response status.

I think we should have the ability to stop this so the automatic status change does not apply when changing the department.

I consider this a bug but apparently kayako doesn't...

Siora · 05-10-2007, 07:17 PM

I would have to agree...sounds more like a bug. Either way I support the change.

**Jamie Edwards** · 10-12-2007, 09:56 AM

Already implemented

Xeserve · 10-12-2007, 04:16 PM

In what version? From what I can see this issue still has not been fixed.

markb · 02-02-2008, 03:27 AM

I too have the same problem. Where do we go to get the fix?

Matthew · 02-02-2008, 03:51 AM

Quote:

Originally Posted by Xeserve

I think the option for automatic response change in replying should not be connected when changing the department of a ticket.

I think we should have the ability to stop this so the automatic status change does not apply when changing the department.

I consider this a bug but apparently kayako doesn't...

I am not seeing this behavior. As long as you have not locked a Status to a particular department, this should not happen. Do your Statuses apply to all departments, or have you keyed them to a particular department?

When you manually change the department and update the ticket, Kayako is likely to re-evaluate all the ticket properties. Due timers may be reset and new SLAs may attach to that ticket if you've set things up that way. Don't know if that is relevant, but thought I would mention it.

markb · 02-02-2008, 03:57 AM

Hi Matthew

Thanks for that - but it is a bug. I do want a global status change for all department as per the documentation when they "post a reply" to change the status, but simply changing the department because the client has not selected the correct department is not the same.

Our issue is exactly the same as the originator of this post.

Thanks for your feedback, but I think this is a bug.

**Jamie Edwards** · 02-02-2008, 05:56 PM

Hi markb,

As of 3.11.02 CVS (the latest one), the status list is repopulated when the department is selected.

However, I think you might be talking about a different issue - are you asking that when a ticket is moved to a department, it is given a default status?

markb · 02-02-2008, 07:53 PM

Hi Jamie

It occurs when you are in the Ticket on the General TAB. If you click to change the department the status changes to that of the setting in Reply Post.

However, it does not display this behaviour when from the Ticket list, you check the Tikcet and move the Department.

Hope this helps.

Thanks
Mark

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
If Status & Department don't Match Ticket disappears!!! HELP PLEASE!!!	kbuska	SupportSuite, eSupport and LiveResponse	37	08-10-2007 10:18 PM
New Build: 3.10.02 STABLE	Ryan Lederman	News and Announcements	0	05-03-2007 09:53 PM
Changing Ticket status on reply	Mark [ger]	SupportSuite, eSupport and LiveResponse	2	06-06-2006 04:13 PM

Siora Offline Member Posts: 1,300 Join Date: Apr 2007 Location: Toronto Canada	05-10-2007, 07:17 PM I would have to agree...sounds more like a bug. Either way I support the change. Siora Solutions Inc. www.sioraIT.com

Jamie Edwards Offline Operations Manager Posts: 5,123 Join Date: Jan 2006 Location: United Kingdom	10-12-2007, 09:56 AM Already implemented Jamie Edwards (jamie.edwards ]at[ kayako.com) ------------------------------------------------------------------- New to the forum? New user's guide here. Submit bug reports here. Submit support tickets via the members area. Submit sales queries either via live chat or via e-mail. There is no official ETA on Version 4.

Xeserve Offline New Member Posts: 28 Join Date: Apr 2006	10-12-2007, 04:16 PM In what version? From what I can see this issue still has not been fixed.

markb Offline New Member Posts: 28 Join Date: Jan 2008	02-02-2008, 03:27 AM I too have the same problem. Where do we go to get the fix?

markb Offline New Member Posts: 28 Join Date: Jan 2008	02-02-2008, 07:53 PM Hi Jamie It occurs when you are in the Ticket on the General TAB. If you click to change the department the status changes to that of the setting in Reply Post. However, it does not display this behaviour when from the Ticket list, you check the Tikcet and move the Department. Hope this helps. Thanks Mark