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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Change Status when Client replies via Email

Hi all, I want to customize the way status' work so that it updates it dynamically depending on who replied last.
 
I have gotten it to work so that when a Agent replies the status is changes to answered and when a client replies the status changes to Pending. This works fine on both the Client and SCP systems.

However I cannot work out how to update a status when a client replies via email. Could someone point me to the files I need to edit?

Sorry for the poor explanation. Let me know if it isn't clear. 

-Darshan 
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Comments

  • edited April 2015
    For anyone who wants to know how to do this:

    Within include/class.ticket.php  Edit the query on line 1138 and set status_id to the corresponding status on the database table (ost_ticket_status) for me it was 6.

     db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0, status_id=6,  lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));

    Now every time a client emails a response the status updates.


  • Great you found a solution for your issue. Btw. modifying the source code was the only option here since osTicket does not support such a feature yet. Really great btw you also shared it here with the forum.

    Should I mark this thread as resolved and close it?
  • what changes did you do originally to get it work when an Agent replies via SCP?
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