New ticket Information Trigger

chartmann

I have tried many ways of getting this to work I want to get ticket to change colors when new information comes in.
Tickets are submitted VIA E-E-Mail only from the requestor and all up dates come the same way.

Has anyone done this or any suggestions

KevinTheJedi

chartmann

This is very simple. Add a Queue Condition where Answered is "unchecked", set the "Add a property" to "background-color", and select whatever color you want.

Reference

https://docs.osticket.com/en/latest/Features/Custom%20Columns%20&%20Custom%20Queues%20(Admin).html

Cheers.

chartmann

While this works I left something out after I reply to the new information I want Answered to go back to unanswered is this possible.

Did not know what Answered meant. Thank you

KevinTheJedi

chartmann

Simply means an Agent has responded since the last time a User/CC added a message. Unanswered means a User/CC message has been added that no Agent has responded to. Yes, you can mark answered/unanswered manually however you need the permission for it.

Reference

https://docs.osticket.com/en/latest/Admin/Agents/Roles.html

Cheers.