Mod Request: Flags/Icons to Indicate Updates

drjral

Hello! We're using osTicket on our website and it's working great! I was just wondering if the following mod could be created:

When a staff/admin user is logged on, I would like them to have an icon of some sort next to every ticket that they haven't visited yet. If they have already visited the ticket, but it has been updated since they last visited it, I would want the icon there as well.

We use the ticket system by creating a new job and then updating everything in that job's ticket, but if my guys have to go in and out of all of the tickets all day long to see if anything is updated, then we're wasting precious time.

I am aware that something like this may have already been created. If it has, please point me in the right direction. I thank you for your help, and applaud you for releasing such a great product. :)

masino_sinaga

I am aware that something like this may have already been created. If it has, please point me in the right direction. I thank you for your help, and applaud you for releasing such a great product. :)

This feature already exists, indeed.

When you view a ticket from the staff panel, try to see from its ticket-list (by opening this list in a new window), there is an icon that displaying "Locked Ticket" tool tip text; it means: the ticket is currently locked by another user).

Default lock-time duration (in minute) setting for this is 3 minutes. You can change this value from Admin Panel -> Settings -> Preferences -> Auto-Lock Time: directive.

Do search by entering "ticket locking" keyword on this forum, then you'll find more information about this.

Good luck! ;)

Best regards,

Masino Sinaga

BenJammin

I am looking for a mod similar to the original post. As I understand it, the lock system puts a lock on a ticket when it is being viewed by part of the staff. That is nice to show when a ticket is being worked on, but I am looking for a way to highlight a ticket when a new reply has been received.

What I would like is an icon that would appear next to the ticket in the list that shows when a new message is received either from the customer or the staff. I am picturing something similar to a message board where it highlights threads with new posts since your last visit.

stevewalsh

@[deleted]

There are a couple of ways to achieve the sort of thing you are after....

1) You can get osticket to send an email to the assigned staff member when a reply from the customer is received on that ticket.

and/or

2) If the ticket is waiting for a reply from the customer it can be put in the "answered" section, and will then move back to the "inbox" when the ticket has been replied to. Thus you know if the ticket is back in the "inbox" then it has a customer reply.

Both of these options are configured through the admin panel / settings.

I hope this helps,

Steve