Hi and sorry for my english.I need to view in ticket list (staff side) when client send new reply after first time.E.g:- Client open ticket.- (System auto-assignment, my internal note etc)- Reply to client (by staff).- client send new reply.I need to put all open and answered ticket inside same list. I know the option "Show answered tickets on open queue" and is ok.But i can't recognize on my monitor when client send his new reply over the first with the other in my list.Thanks.
When a client responds, the ticket is BOLD.
When a client responds, the ticket is BOLD.
is too bold for the first answer and then do not understand when someone responds further. It does not solve my problem.
Then I'm not sure what you are asking.If a ticket needs someones (aka Staff) attention its bold. (be it a new ticket, a customer replied, etc).You've already turned on "Show answered tickets on open queue" so you have answered and unanswered tickets in the same list.
I need to differentiate the opening of a new ticket from NEW responses received by the customer.1) Ticket opened (bold).2) The staff sends a response (no bold, ticket has been read by staff).3) Client sends new reply in the same ticket after staff reply.I need to emphasize the point 3
3. make it bold again and increases the (#).I'm not aware of any way to change this behavior using the current ui. So you would need to locate in the code what adds the bold to it and change that.
I believe that in 1.9 it might be this: /include/staff/tickets.inc.php on line 396-398 if(!strcasecmp($row,'open') && !$row && !$row) { $tid=sprintf('<b>%s</b>',$tid); }But I could be wrong.
Yes, i know the line inside this file.but I do not know how to identify those tickets that: - Are new. - Are not new but have received a new answer Basically, the system makes me bold is the ticket that new ones with new posts so I can not figure out when I get a new answer..
Yes, I have the same Problem, I need to know the if the ticket has been " responded too " or " awaiting a response ", as in a conversation.Is it a feasible idea to create an additional column, with something like " Customer Responded " and " Staff need to action " or, alternatively, the Bold to indicate the customer has responded or Staff needs to respondIf any pointers to work on this ? I have 1.9.6
A thread to watch is Github . . https://github.com/osTicket/osTicket-1.8/issues/463" jameswhittington3 " has a solution that Shows up well and is under test to see if it rotates with the conversationhere is " jameswhittington3. " solution :We added this to scp.css/* CSS TO Highlight tickets not responded to*/.ticketPreview b{background: rgb(255, 226, 231);color: rgb(174, 0, 0);display: inline-block;padding: 3px;}
