Ticket Status: Close on Reply

pixel

Hello,

I have strange problem maybe I have do something wrong

When I want to close a ticket I tick the box "Ticket Status: Close on Reply"

My customer receive the post reply but on the message no information of .

Someone have an idea?

Thank you

pixel

When I close a ticket, there are no information of on the subject of the reply.

Nobody have an idea?

dohcjs

edit the email template to include:

Ticket status is: %status

In the subject line for the message that is sent to users on a reply to their ticket.

pixel

Thank you Dohcjs for reply.

I add %status on the subject of email.

When I reply, I have "Support Ticket open " on the subject of my email

but when I tick the box "Ticket Status: Close on Reply" I receive always "Support Ticket open " no information of ticket closed.

An idea?

dohcjs

Yes, the response actually gets sent before the ticket is closed.

move this code, starting on line 87 of tickets.php under scp directory

//Set status if any.

$wasOpen=$ticket->isOpen();

if(isset($_POST) && $_POST) {

if($ticket->setStatus($_POST) && $ticket->reload()) {

$note=sprintf('%s %s the ticket on reply',$thisuser->getName(),$ticket->isOpen()?'reopened':'closed');

$ticket->logActivity('Ticket status changed to '.($ticket->isOpen()?'Open':'Closed'),$note);

}

above the call to postResponse. I.e, paste it starting at line 83.

this is what the original file looks like:

//If no error...do the do.

if(!$errors && ($respId=$ticket->postResponse($_POST,$_POST,$_POST,$_FILES))){

$msg='Response Posted Successfully';

//Set status if any.

$wasOpen=$ticket->isOpen();

if(isset($_POST) && $_POST) {

if($ticket->setStatus($_POST) && $ticket->reload()) {

$note=sprintf('%s %s the ticket on reply',$thisuser->getName(),$ticket->isOpen()?'reopened':'closed');

$ticket->logActivity('Ticket status changed to '.($ticket->isOpen()?'Open':'Closed'),$note);

}

and you want this:

//Set status if any.

$wasOpen=$ticket->isOpen();

if(isset($_POST) && $_POST) {

if($ticket->setStatus($_POST) && $ticket->reload()) {

$note=sprintf('%s %s the ticket on reply',$thisuser->getName(),$ticket->isOpen()?'reopened':'closed');

$ticket->logActivity('Ticket status changed to '.($ticket->isOpen()?'Open':'Closed'),$note);

}

}//If no error...do the do.
if(!$errors && ($respId=$ticket->postResponse($_POST,$_POST,$_POST,$_FILES))){
    $msg='Response Posted Successfully';

pixel

Thank you very much Dohcjs for your assistance.

It seem to work now but I have an another stange problem.

Now When I open a ticket, my customer don't receive a ticket "Support Ticket Opened " in the new ticket autoresponse template email.

I just reinstall all, without mod, same problem.

My staff receive the assigned email but not my customer, why have you an idea?