v1.15.2 Inquiry

YeN

Hello Friends! I would like to seek assistance if anyone can help me with my concern. I am trying to figure out if there's a way for the Priority status (Low, Normal, High, Emergency) to automatically be changed to other priority status once the specific help topic surpass the set SLA. For example, the end user creates a ticket with a system default Priority set to Normal and selects a specific Help Topic #1 with a set SLA of 120 hrs (grace period). How will the system be able to automatically change the priority status to High or Emergency once the set grace period surpass the SLA? Thank you so much for your help!

ntozier

This is not a feature in osTicket at this time.

You could write a script that checks all opened tickets to see if there SLA has expired, and then update the SLA to one higher. You would likely also have to add a field to the table to track if this escalation had already happened and update then when you do it (or if you don't want to edit he database you could create another DB to record the ticket_id and if you escalated it). Then you could run it using a scheduler (cron or Windows Task Scheduler).

As an after thought we would recommend that you upgrade to current (1.15.3.1).

YeN

Thank you, for the response and also for the guidance. I have another inquiry and I hope you can still help me. My colleague accidentally edited something in the system settings which he can no longer remember where and he can't turn the system back to its original setting. I am also trying to figure this out but I can't seem to find where it is in the setting. Will you be able to help how to make the information visible in the circled portion on the screenshot below? Thank you so much

ntozier

That looks like a custom field.

I think that what you are looking for is at: **Admin panel -> Settings -> System -> Tickets **
Then click on the Queues tab
Click on Open
Click on the Columns tab.
There should (third down from the top) be your "FCP Numbers"
Click the Config button for it.

While I do not have the same columns that you do, it should look something like this

See what is listed as the Primary Data Source on your FCP Numbers.

YeN

Oh no, please help. I followed your instructions but then the details in the Open interface all disappeared 😢 How will I be able to turn it back?

ntozier

Go back to the same place and un-change whatever you changed.

YeN

thank you so much! it has now been fixed! 😀