status open/pendig

secandrej

Hello,
I am a beginner with osTicket. I need advice on how to configure a new status for tickets – open/pending. This status would be manually switched by an agent when they request additional information from the user. When the user responds, the ticket should automatically switch to the open/answered status (similarly to how a ticket automatically switches from closed/resolved to open when the user responds). Is it possible to configure this? Ideally, the time spent in this status should not count towards the SLA grace period.

Thank you for your help.
Andrej

My configuration is:

KevinTheJedi

secandrej

The only way that would work is if it was a closed status. Statuses do not automatically change unless it’s closed to reopen. Other than that agents have to manually change the status themselves.

You can always add new statuses under Admin Panel > Manage > Lists > Ticket Statuses.

Cheers.

secandrej

Thanks, i did it this way.