Hi there and thanks to osTicket for planning to release the revamped new version wich (I believe) will include the feature I'm asking in this thread, but I cannot wait until next release date due to a customer request to resolve this week.
The core of this request for help is...:
I need to have both OPEN & CLOSED ticket status with sub-categories so I can sort all (OPEN & CLOSED) by case scenario depending on the new sub-categories created.
I need to have a sub-category status for OPEN as "in service with internal lab" or "in service with external provider", these sub-categories must be displayed as a drop down, so there are no variations when Tickets Reports are retrieved.
This sub-categories for OPEN must be printed somewhere in the database, after the ticket has being responded, so it moves from open to responded.
For the CLOSED ticket sub-categories, I need to have the options to mark each ticket as "closed due to factory defect" or closed by normal procedure"
These CLOSED ticket sub-categories will be also sorted as the OPEN sub-categories, as far as having them selected from a drop down so there are no variations on the report options.
Please let me know if something like this has already being done, or a way to accomplish this.
Thanks for your help
