Hi,I read that alot of people are searching for a on-hold status with a tab, so i decided to make a small mod/tutorial for it.Step 1. Create a ticket status in the "Custom lists" tab.We call this status "On-Hold" and set the state to "Open"blankStep 2. Open the file "Tickets.php" (Located in: \scp)On line 435 add the following code:blankBy adding an extra piece of code you can have the menu show the amount of tickets with the "On-Hold" status which have been answered.blankIf you want this to be shown, make sure the "tickets.php" file looks like this instead:blankStep 3. Open any SQL database program (such as PHPmyadmin)And go to the "OST_ticket_status" table.Step 4. Search for the status you added called "On-Hold" and memorize the ID.blankStep 3. Open the file "tickets.inc.php" (Located in: include\staff)On line 92 add the following code:blankOnce you've done this the tab "On-Hold" will be added in the ticket list:blankOnce a ticket is now put on the status "On-Hold" they will be visible in the "Onhold" menu.Any other requests?Let me know.Best regards,Nick

Did you also do a pull request for this on github?

Nick really appreciate all you do on the fourms, I see your posts here and there and just wanted to thank you. This on-hold mod looks pretty cool, nice work.

Hi Synt,Thank you!I do what i can to assist others the best way possible.Best regards,Nick

Hi blueyeguy,I am planning om making a pull request on Github once i have perfected the mod a bit more.Best regards,Nick

4 days later

Absolutely Flawless. Thanks.But is it possible to remove them from Overdue Queue.

Hi bankcircle,Thankyou!You could achieve this by going into the "tickets.inc.php" (located in: include\staff) file to line 103.And right below add the following filter line:blankWith this extra line the overdue page will only show the overdue tickets with the status "Open"This will not pause the SLA timer, i am still working on that, untill i finished that, you can use this simple workaround.Best regards,Nick

Hi Nick, This looks really helpful for us here. Is there any way to make the tickets that are in the on hold queue disappear from the general open queue? Also, I have followed the code and the number next to the on hold queue displays as (0) even though I have a ticket with the on hold status? Thanks Matt

7 days later

Hi Matt, Thank you!As for your first question, yes you can!You can do this by going into the "tickets.inc.php" (located in: include\staff) file to line 204.And right below add the following filter line:blankAs for your second one, as of now i cannot tell you the solution to this (the number currently just shows the amount of answered tickets, it has nothing to do with the status)I'm working on a new version in which i'll try to include this suggestion.Best regards,Nick

    Hi everyone viewing this thread!Thank you for your interest in my small mod! (-: I have released a more refined version of this mod (can be found here)All the suggestions from above have been added into the new version!(Except the number behind the menu option, due to the limitation of OSticket)Best regards,Nick

    2 years later

    Brilliant and so useful, but if you apply the above, what do you set the default ticket sla to?

    NickTheITguy First off - great mod! Second there are a few other items which for this mod to be truly effective (IE. achieve what I think you're trying to achieve)

    1. On Hold Status needs to pause the SLA (looks like you're working on that)
    2. I also suspect that because this status type is not native to osTicket that the math used to calculate SLA and SLA breach will need to be heavily modded. For example - when I respond to a client and need a response to complete the task in most agreements this gap in time is SLA exempt. How does that get captured?

    Scenario #1:
    You put the status to on hold. Client emails back with details. Now what? Does the status auto-flip back to open upon the client response?

    Scenario #2:
    When SLA time is calculated the entire duration of the ticket and its statuses need to be factored into the TOT (Ticket Open Time) in order to calculate if the SLA is actually breached. So the kicker is when does the SLA actually start?
    1st contact - Client emails
    2nd contact- I email back to obtain proper details to resolve issue
    3rd contact- Client emails back with details

    Does my SLA start from the initial time of the initial request (contact) or does it start from the time when the status was last flipped to Open/Active?

    This particular issue became such a contentious issue between a previous MSP I worked for & it's clients that my employer started a practice to do one of two things. 1. SLA started as of the time when we had the right details to correct the issue from the client. 2. We often implemented a policy to close a ticket and then re-open a new ticket once ALL details were available to us in order to resolve an issue. We implemented a special closed status to allow us to exclude these "quick close" issues from our stats for MGMT to not skew internal reports.

    1. Reports need to be modified to exclude On Hold tickets or treat them differently.

    Hope this helps and doesn't confuse..

      6 years later

      • Bbjk

        • Post #13

        Has there been an update to this mod or a similar mod for a "on-hold" status?

          bjk

          This thread is 6 years old with no recent updates.. so I'd say no.

          Cheers.

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