[MOD-Request] Suspend or Defer a Ticket

beeman

Hello,

I wonder if someone has looked into the possibility of adding a MOD to suspend or defer (in order to stop a clock count) a ticket for a certain time period. We need this feature for scenarios where our staff cannot do anything to resolve a ticket because of reasons outside their control, i.e waiting for the client's feedback or something else needing to happen before staff can carry on attending to the ticket. I will appreciate it if someone can look into this feature for me. I am still using osTicket v1.6 RC5 so the MOD needs to work for this version of the system. Thanks in advance.

Regards,

Beeman

beeman

Hello,

Has anyone managed to look into my MOD request please? I will appreciate your help. Thanks.

Regards,

Beeman

Stuart

I did something similar but I called it "follow up". So when a ticket was, in your case, suspended it would be given a priority of "Suspended". Then it would be moved to a separate list. For example...

At the top of the screen, next to the "open", "overdue" (etc.) categories, you could add another one called Suspended.

As far as getting rid of the aging of the ticket. That might be handled in include/staff/tickets.inc.php but that code is such a train wreck I don't want to look through it at the moment. You could just have the open and overdue list not show priorities of suspended. Therefore, all suspended priority tickets would only show up in the Suspended area.

Hope that makes sense.

pgdesousa

defer

Hi Stuart

would there be a way to this mod and just put all suspended tickets regardless of priority into a list for a period of time?

For instance, unsuspend after x amount of time where it then drops out of suspension and into overdue or something else?

I would really like to see this mod come to life if at all possible :-)

beeman

Hi,

I like the idea of suspending a ticket and automatically un-suspending it after a set amount of time, however it would also be nice to be able to track or record the total amount of time the ticket was suspended with the aim of being able to subtract it from the overall time the ticket was opened and closed.

Is anyone up to the task of implementing this MOD. Thanking you in advance for your help.

Regards,

Beeman

anavmon

Hi,
I like the idea of suspending a ticket and automatically un-suspending it after a set amount of time, however it would also be nice to be able to track or record the total amount of time the ticket was suspended with the aim of being able to subtract it from the overall time the ticket was opened and closed.
Is anyone up to the task of implementing this MOD. Thanking you in advance for your help.
Regards,
Beeman

It would be nice. For example, using a new status "Paused" or "Waiting" or whatever; and the time spent should be stopped while the ticket is set with this status.

Am I in the right way, beeman?

beeman

If by time spent you are referring to a time spent by a user on a ticket then I presume it could also be integrated into the MOD. However what I am needing is the ability to pause or stop the overall ticket time when it is suspended, deferred, paused, etc.

So in short, I need to be able see how much time was the ticket suspended for and also be able to subtract that time; if need be; from the overall ticket time. That is to mean from when the ticket was reported until it was closed. I hope it makes sense.

anavmon

If by time spent you are referring to a time spent by a user on a ticket then I presume it could also be integrated into the MOD. However what I am needing is the ability to pause or stop the overall ticket time when it is suspended, deferred, paused, etc.
So in short, I need to be able see how much time was the ticket suspended for and also be able to subtract that time; if need be; from the overall ticket time. That is to mean from when the ticket was reported until it was closed. I hope it makes sense.

I need it, too. I will be testing that during next week. I hope it will be done someday hehe

kumarharish

Follow-up feature

Hey,

I have recently implemented follow-up feature for osticket as I needed that desperately. I am attaching the code which can be implemented to enable follow-up feature.

[followupFeature.zip](https://forum.osticket.com/assets/files/migrated/7/015636efdd2bfec740861ed852582db.zip)

anavmon

Hey,
I have recently implemented follow-up feature for osticket as I needed that desperately. I am attaching the code which can be implemented to enable follow-up feature.

Hello and thanks for the attach!

Can you paste a screenshot with the result after implementing this mod?

Thanks

anavmon

Finally, I get it done. It is a modification of the "Pending Status MOD", so when you mark a ticket a Pending, its clock stops; and when you reopen the ticket, its clock run again.

I need to review it, because of possible bugs. When I finish it, I will publish the complete MOD in a new thread. :)

stevethebartender

Hey,
I have recently implemented follow-up feature for osticket as I needed that desperately. I am attaching the code which can be implemented to enable follow-up feature.

Doesn't seem to be working. This sounds like it would be perfect for what I need.

I need to reply to someone's message and assign as "pending/awaiting reply" and be able to set a time to change the status to open again ie. 3 days.

Anyone's help would be appreciated.

danpemby

No luck either

kumarharish

I updated the table and replaced the files you included in the mod. i do not see where I can set the ticket to suspend. Did I miss something?