Adding "On Hold" or "Waiting on Customer"

[hongman]

Hi

Is there a way to add either of these 2 fields into a ticket which doesnt count towards time spent and creates a new category along side "Tickets" "Overdue" etc?

Tried looking but couldnt find a definitive answer.

[Rich_C]

Originally Posted by hongman

Hi

Is there a way to add either of these 2 fields into a ticket which doesnt count towards time spent and creates a new category along side "Tickets" "Overdue" etc?

Tried looking but couldnt find a definitive answer.

I believe that status or category is deemed "isanswered". If I am mistaken then please correct me but I am fairly certain that is the purpose of that status.

[EMS Ticket]

Originally Posted by Rich_C

I believe that status or category is deemed "isanswered". If I am mistaken then please correct me but I am fairly certain that is the purpose of that status.

That is not the purpose of that status.

I'd like to have an "On Hold" and "Waiting on Customer" status as well. They will need to stop the timer. However, I don't think oSTicket has a timer. It just specifies the created date and closed date in order to calculate total ticket time.

The "On Hold" and "Waiting on Customer" fields would be great though. I am going to work on this as a project. Should just be a few additions in the MySQL tabels and a few of the php files to create this.



EDIT:

Found the addition here - http://www.osticket.com/forums/showthread.php?t=2800

Does not affect time though.