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Take option

Discussion in 'Using Kayako Classic' started by Pedro Reis, Nov 3, 2011.

  1. Pedro Reis

    Pedro Reis Established Member

    When a technician "takes" a ticket, only the owner is changed , not the status. Is there a way of configuring this option to change the ticket status to "in-progress" ?
  2. Gary McGrath

    Gary McGrath Staff Member

    Hi Pedro,

    I am afraid that is not possible without changing the base code, I have not checked, but I would not imagine the code change would massive.

  3. MobileNow

    MobileNow Reputed Member

    Hi Pedro,
    What we do is we've created a workflow called "Assign to Me" that all of our staff members use which assigns them to the ticket and changes the status from Open to In-Progress.
  4. Pedro Reis

    Pedro Reis Established Member

  5. masterctrl1

    masterctrl1 Kayako Guru

    Is this one workflow rule that any staff member can use, or a workflow for each member?
    What criteria did you configure?
  6. Gary McGrath

    Gary McGrath Staff Member

    I beleive you just use under actions assign to "active staff" to make it apply to the user executing the workflow

  7. MobileNow

    MobileNow Reputed Member

    Yes, that is correct. I used "Active Staff" in order to assign it to the staff member who clicked the "Assign to Me" button.
  8. Hi Gary,

    can you point me where's the procedure of "take" in sources?
  9. found __apps/tickets/staff/class.Controller_Ticket.php :)
  10. after line 1170 add

    where x is the current number of your "in-progress" status

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