I'm sure there's a simple way to set an open ticket's status to "answered" so that it gets placed in the answered queue. I didn't see any way to do this within osticket itself nor did I find any mods that already show how to do it. It is possible that I simply overlooked one however.
Whenever a new ticket is created it's automatically placed in the open queue which I'd like to use to hold only tickets that are waiting for a reply, and not ones that I've created and sent to a customer and am waiting for a reply from them.
So, I'd like to know how to add a "Move to Answered Queue" drop down option in the Action: drop down menu on an open ticket.
I'd also love a way to set Ticket Aging to apply only to the tickets in the open queue so that we can make sure we reply to customer's within a timely manner. Once a ticket is sent to the Answered queue the Aging timer should be reset and turned off.
Also, I'm pretty savvy with php and have a good knowledge of the OSTicket back end now so if I have to create them myself I probably could after many hours of trial and error, so if someone here is able to do it a lot quicker than that I'd be very grateful. If anyone is able to create these mods or point me to a mod that I've missed that will do this, or point me in the right direction to get started, it would be much appreciated.
Thanks to Pete and everyone working on this great project by the way. It's really a testament to the power of open source.
G. Dawkins
