Not answered tickets are marked as answered after a customer message

AndyMi

I have a problem with being able to filter out all not answered tickets. In Settings > Tickets > Queues I've created a queue and in the Queue Search Criteria block added "Answered => Not Answered". Thus in this queue I can see tickets that were not answered but this works only partly. When a customer follows up with an additional question before we answer him, his comment sets the ticket as Answered and it's removed from the queue. Then the client keeps writing bad things in there but we cannot see any of those...

How can this be fixed? What is the best way to display only the tickets which were not answered?

KevinTheJedi

AndyMi

User messages do not mark Tickets as answered. In-fact they do the complete opposite. A Ticket is only marked as answered when an Agent replies. You can see from the code referenced below that onMessgae() (used when a User adds a new message) explicitly sets isanswered to 0 which marks the Ticket as unanswered:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.ticket.php#L1892

Cheers.

AndyMi

Thank you for your reply. I checked one of the tickets with the mentioned problem. The isanswered flag is set to 1 in the database. There are two messages in the ticket, both are from the customer. And the ticket isn't shown in the queue that has the Queue Search Criteria block with "Answered => Not Answered" 🙁

KevinTheJedi

AndyMi

Did someone manually mark as answered? Look at the Ticket’s thread events.

Cheers.