The ticket Closed Directly after Replay Wh ?

VAN_XP

How can i disable this action ?

after i replay on any of my CLient ticket its closed directly

why !!? and how keep it opened till the client close it ?

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(Suzuki dl650 v-strom specifications)

isaBERLIN

Did you uncheck "close on reply" just above the reply button ?

It's checked by default !

blank

ggbig

customer close ticket???

Another good question is how does a customer close their own ticket? I don't see the checkbox for that on the customer side? Thanks for any help on this, i will also study the Admin side ability to do this and try to port it to the client side :)

peter

Another good question is how does a customer close their own ticket? I don't see the checkbox for that on the customer side? Thanks for any help on this, i will also study the Admin side ability to do this and try to port it to the client side :)

I don't think it is a good idea to allow clients to close tickets. My thinking is a ticket gets opened for a reason and staff is in the best position to know if the issue is resolved. Depending on company policy, extra steps might be required before closing a ticket. e.g report, billing ..etc That said, I can see it being an optional feature.

vegaslaptop

Small Annoyance

I have used the old eticket system and when you respond to a ticket, it remained open. Now every time I respond it has a default check mark on "close on reply". How do I set the default to be unchecked? Quite often when I receive a ticket I just want to give an update that I am working on it or how far I am with the progress but when it's closed by default, I will forget it.

I have a feeling it's something small but I am missing it.

Thanks,

Marian

ggbig

same here :)

I had the same wish and if you look in the include/staff/viewticket.inc.php for this line:

> Close on Reply

and simply change it to unchecked:

> Close on Reply

you should see the desired results, I did :)

Enjoy the budding community of a Great Open Source Ticket System!!! :

p.s. and to peter, thanks for the "Optional" Idea. I will definitely work on that sometime and post any results...

vegaslaptop

Thanks ggbig! I knew it was something small and easy but needed research!

Thanks again

red

Thanks for this fix!

4ice

Just a suggestion, since $unchecked is not a existing variable in this file you can also remove it. That way it still makes sence, so change:

<input type="checkbox" name="ticket_status" value="Close" <?=$unchecked?> >

<input type="checkbox" name="ticket_status" value="Close">

peter

Real solution.

Both solution do work, but with the wrong approach! I made efforts to make sure entered form data/selections are not lost on post error ( I hate re-entering data on form errors). For example if you check 'Close on Reply' and get an error on post the check box status won't be retained in both solutions above.

Change

$checked=(!$_POST || isset($info))?'checked':'';

$checked=isset($info)?'checked':'';

Monker

This is a problem that I'm trying to fix, I have tickets that I want to close right away just to keep a log. When I choose close ticket at the bottom it doesn't close the ticket.

is that the solution above?

masino_sinaga

@[deleted],

What osTicket version are you using? In v1.6 RC4, there is no problem with this. If you check "Close on Reply" at the bottom, it does close the ticket correctly.

Best regards,

Masino Sinaga

Monker

I am using v1.6 RC4

When it goes to the ticket summary the status is open.

masino_sinaga

I've just tested mine, and it works good. No problem at all.

After I close an Open Ticket become Closed ticket, then at the bottom of the viewticket page, the checkbox become "Reopen on Reply" and the status become "Closed"

I also checked this Close Ticket from the "View Closed" list, it does exists there. Also when I search this closed ticket by using search feature, and after found, I click to show detail, the status is Closed. It means: no problem with mine.

Best regards,

Masino Sinaga

Monker

I am talking about on the new ticket page

masino_sinaga

On the Open New Ticket page, you cannot close right away the ticket, moreover there is no option to give status Closed for the ticket you have just opened or create, even from Staff Panel.

Best regards,

Masino Sinaga