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

Ticket Status

Hi 

I am new user to this ticketing system, and i was wondering if it is possible to have two extra fields on the Ticket Status drop down. e.g On hold and Waiting on user.

Comments

  • Sure ;)

    osTicket basically has 2 states: Open and closed.

    But based upon these 2 states you can have your own status like on hold or waiting on user.

    To add a new status just go here:
    Admin Panel > Manage > Lists > Ticket statuses > Tab "Items" > Add a new item and click on Save ;)

    Cheers,
    Michael
  • Hi Michael 

    Its working, when i select On hold does this stop the overdue timer?

    Many thanks Tony
  • Hi Tony,

    Unfortunately it does not stop the overdue timer since there is no relationship between status and overdue alert. Hopefully such a feature will be added in a future version.

    Michael
  • What is the overdue alert related to. I too have many tickets on our system flagged as over due even though the agent is working on them or waiting on third party. The user has been informed and while the ticker is not waiting a response from the agent I would have thought the clocked stopped on the overdue notice.

    Can someone explain how overdue is meant to work.

    Regards

    Johnny B
  • EOHSupport It means that the SLA was exceeded for the ticket and it is still open.
  • so even if the ticket is being worked and has been responded to then the clock still ticks and it get flagged as overdue?

    Does not make sense to me for it to work that way.
  • Q: so even if the ticket is being worked and has been responded to then the clock still ticks and it get flagged as overdue?
    A; Yes.  SLA is from open to close.  Close implies resolution.
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