I am running 1.9.9-1 currently with MySQL 5.5.44 and PHP 5.3.29.When I login to my SCP, I have a list of tickets showing open, and a list showing closed. I sometimes have to wait a week+ before clients respond to a ticket so it just sits there open and clutters my list up of actively working open tickets. Can I set tickets to PENDING that will show in a different area instead of showing in the Open area? They shouldn't be closed but rather pending, waiting on a customer response. That way, my Open list stays somewhat clean for things that are actually waiting on me to do work on them. I currently have made a few adjustments that show the due date column in my ticket list, as well as a custom column for Billed Yet (Yes or No) that I don't want to break or have to recreate.I have seen a few different places where people talk about Ticket Status, but I don't think that covers what I am looking for here. When I work on a ticket, I see there are three options (Open, Resolved, Closed). I think I read where the Resolved is just like a placeholder currently and not actually used to do anything special. Can I customize it to use Resolved as pending and maybe rename it to Pending? Will it show an additional option in my ticket list (Open, PENDING, My Tickets, Overdue, Closed, New Ticket)?

ticket statuses can either be open or closed.even when you create a custom status using the list the functionality is opened or closed.closed has 2 possibilities ,either it can be reopened or not. there is no other difference asides for the name of the status.regarding what is pending customer response, in the open tickets queue you will see some ticket numbers are bold some are not. the ones which are bold means you have not responded to them.you can also exclude answered tickets from the open queue and they will be in a queue called answered

I created a new list item called Pending and tested it (Properties set to Open). That moves it to the Answered tab and should work for what I am wanting I guess. Just called Answered instead of Pending. Once the customer responds, it moves it back to the Open view.

Nevermind. The Pending option isn't required. There is an option in settings that does this. It excludes answered tickets from Open queue. This basically does what I am looking for.

7 years later

Apologies for re-opening this thread. But this is also what I need. Pending status for user's view and the moves to open when user response to the ticket.

@Jhaeson you can quickly and easily create a new status in osTicket and call it Pending.
If its a closed status, then it should re-open the ticket when a reply is sent. Of course I haven't tried this... I use Pending as an still open ticket type.

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