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

how to stop escalation when the ticket status is overdue

Hello there,

I'm using osticket version v 1.10.

i'm looking for the below 

After changing the ticket status 'Overdue' it shouldn't escalate.it only have to escalate when the ticket status is open and In progress. 

Comments

  • There is no "Overdue" ticket status.  All tickets are either not over due, or are over due.  This has nothing to do with the status though.  (Statuses are open, closed, and subtypes of those.)  So really I have no ide what you mean by it shouldn't escalate it... especially since there really isn't any escalation in osTicket to speak of.
  • Hi Ntozier,

    Thank you so much for your response.

    Sorry there is a miss communication.

    1.When i change the ticket status "Resolved" it shouldn't escalate .They  only have to escalate when 

    the ticket status is open and In progress.

    2.The tickets shouldn't move to "Closed" Tab  when the ticket status is "Resolved". 

    3.I want to add one more tab "Resolved" .So that all the tickets who have the ticket status "Resolved" they 

    will move Under "Resolved" Tab.

  • 1.When i change the ticket status "Resolved" it shouldn't escalate .They  only have to escalate when the ticket status is open and In progress.

    There is no such thing as escalation in osTicket.

    2.The tickets shouldn't move to "Closed" Tab  when the ticket status is "Resolved".

    The "Resolved" ticket status in osTicket is a sub status of closed.  IF you want it to be a sub status of open then you would need to edit it.

    3.I want to add one more tab "Resolved" .So that all the tickets who have the ticket status "Resolved" they will move Under "Resolved" Tab.

    To achieve this you will need to edit the core source files.  Since I have never tried to do this I have no idea who you would go about it.  Maybe the forth coming custom queues feature will help you.

    https://github.com/osTicket/osTicket/pull/2577

  • Hi Ntozier,

    Here the escalation means system setting the overdue flag and sending the email notifications ,when the ticket status is "Resolved".

    The "Resolved "status should work same like Closed.

    Which means if the ticket status is "Resolved", system shouldn't set overdue flag(Ex:Flagged as overdue by the system) and it shouldn't send any email notifications.
  • Except that's not how it works... Closed means closed.  Open, Archived, Resolved, etc obviously does not.
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