I have received quite a few emails about changing the statuses that you desire. The thread explains how to add a pending status in addition to open close statuses.Please make the changes in the following files to customize the status of the ticket.

ost/include/staff/viewticket.inc.php

Create a new pending value in the action combo

After line 396

<option value="pending"> Pending Req. Response</option>

</select>

ost/scp/tickets.php

Write the pending case after line 254 after break;

case 'pending':

if($thisuser->isstaff() || $thisuser->isadmin()){

$ticket->pending();

$msg="Ticket waiting for requestor's response";

}

ost/inlcude/class.ticket.php

after line 515 write the pending function and you are done

function pending(){

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('pending').',updated=NOW(),reopened=NOW() WHERE ticket_id='.db_input($this->getId());

$this->postNote("Action Request","Pending","");

return (db_query($sql) && db_affected_rows())?true;

}

Please don't forget to add pending enum in the status field of the ticket table. Let me know if you have any questions

mfahadk@gmail.com

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(volcano classic review)