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

[SMALL MOD] On-Hold Status (OST 1.10)

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"
image

Step 2. Open the file "Tickets.php" (Located in: \scp)
On line 435 add the following code:
image
By 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.
image

If you want this to be shown, make sure the "tickets.php" file looks like this instead:
image

Step 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.
image

Step 3. Open the file "tickets.inc.php" (Located in: include\staff)
On line 92 add the following code:
image

Once you've done this the tab "On-Hold" will be added in the ticket list:
image

Once 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

Comments

  • 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.
  • edited April 6
    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
  • edited April 10
    Absolutely Flawless. Thanks.

    But is it possible to remove them from Overdue Queue.
  • edited April 11
    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:
    image

    With 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
  • edited April 19
    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:
    image

    As 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


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