Ticket # sometimes bold, sometimes not

gabberkopf

We use os Ticket 1.6 lastest release.

In the staff panel, some ticket numbers shown bold, others not. I thought bold means, there is a new answer from customer. but it's not.

could anybody explain me, when a ticket appears bold and when not?

thanks for help.

gabberkopf

Nobody an idea, what bold and not bold means?

woeper

We use os Ticket 1.6 lastest release.
In the staff panel, some ticket numbers shown bold, others not. I thought bold means, there is a new answer from customer. but it's not.
could anybody explain me, when a ticket appears bold and when not?
thanks for help.

BOLD "uncommented" ticket

NOT BOLD "commented" ticket !

Hope this helps ?

sternen

Thanks!

I had been trying to figure out the pattern, too. :)

jpwg3

BOLD "uncommented" ticket
NOT BOLD "commented" ticket !

Does commented mean that someone has added a message to the ticket either Internal or Email?

I am having a problem where I don't know which tickets have new information on them. I click through them all and they become NOT BOLD for a few minutes and then they all change to BOLD without anything changing.

jpwg3

Something to note is that it appears to be related to the Lock status. When the ticket is locked the # is regular text and when it is unlocked it is Bold.

I am not sure if this is by design.

Kelli

Unaswered, unlocked tickets have the ticket ID emboldened.

jpwg3

Ok well then Houston we have a problem....

Every one of my tickets are Bold and the last thing done to the tickets is a reply from me to the customer.

My understanding is when you get a new ticket it will show up Bold, if you reply to the ticket it should not be emboldened again until the customer replies. Is that correct?

Kelli

I believe so. I'd have to look through the code again to be certain. I can take a look at it later when I have a moment and report back. :)

If you want to check, yourself, it's in include/staff/tickets.inc.php

equisde

Bold -> New ticket created with no replies and not assigned

Unbold -> Ticket with one or more replies (or assigned)