Can I prevent "Customer Responded" status when a non-"Submitter" leaves a comment?
I've done some searches on something similar, but none of the results I've found really do what I need.
Every time a new ticket is opened with a comment, the status goes to "Customer Responded" instead of "New", causing trouble with our site techs' queues. I'd like new tickets to remain labeled with status "New", even if a comment is added.
I'd also like help tickets to remain listed with a "New" status when anyone - other than the original submitter - posts a comment to the ticket. So when technicians use the comment field to communicate with each other, I want the status to remain new, but when the submitter leaves a comment, I want it to change to "Customer Responded".
Roles I want able to comment without changing the status are called: Admin, Admin (LDAP), Technology Learning Coordinator.
Labels I want able to comment without changing the status are called: Manager Group, Test Queue Ticket Owners
Roles and labels I want to have change the status when they comment: User, User (LDAP), End user
Answers (2)
You can duplicate the "customer responded" rule and make changes to it. I'm not good with MySQL, but perhaps someone can help you modify the select/update query:
Select query:
select distinct HD_TICKET.ID,
HD_TICKET.OWNER_ID as OWNER_ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.STATE as STATE,
OWNER.USER_NAME as OWNER_NAME,
OWNER.FULL_NAME as OWNER_FULLNAME,
OWNER.EMAIL as OWNER_EMAIL,
UPDATER.USER_NAME as UPDATERNAME,
UPDATER.EMAIL as UPDATEREMAIL
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.ID = <CHANGE_ID>
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
and HD_TICKET_CHANGE.HD_TICKET_ID= HD_TICKET.ID
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
and HD_STATUS.ID in (1)
and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
and UPDATER.ID > 0
Update query:
update HD_TICKET as T, HD_STATUS as STATUS
set T.HD_STATUS_ID = STATUS.ID,
T.RESOLUTION = CONCAT(T.RESOLUTION,'
Reopened'),
T.TIME_OPENED = IF(STATUS.STATE = 'opened', NOW(), T.TIME_OPENED),
T.TIME_CLOSED = IF(STATUS.STATE = 'closed', NOW(), T.TIME_CLOSED),
T.TIME_STALLED = IF(STATUS.STATE = 'stalled', NOW(), T.TIME_STALLED),
T.SATISFACTION_RATING = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_RATING),
T.SATISFACTION_COMMENT = IF(STATUS.STATE = 'closed', NULL, T.SATISFACTION_COMMENT)
where STATUS.NAME = 'Opened' and
T.HD_QUEUE_ID = STATUS.HD_QUEUE_ID and (T.ID in (<TICKET_IDS>))
Comments:
-
This query code is the default code from the "CustomerResponded" default rule, would it be possible for some extra help on this as i have the same issue and can't get the code configured correctly. - chris.poston 10 years ago
-
I took this rule and within the WHERE filter I literally had to add a string of :
and (UPDATER.ID <> OWNER.ID or OWNER.ID is NULL)
and UPDATER.ID > 0
and UPDATER.ID <> '1384'
and UPDATER.ID <> '1387'
(Those ID's = owners of tickets within that queue)
This worked when I had 1 queue and just a few tech's/owners but now that I've moved to a multi-queue environment (per department) it can be a maintenance nightmare. - Wildwolfay 10 years ago-
to stop the nightmare change the first line on your response with: and (UPDATER.ID= HD_TICKET.SUBMITTER_ID) and delete the rest. - chris.poston 10 years ago
-
(UPDATER.ID= HD_TICKET.SUBMITTER_ID) would be ideal if we only expected 1 person to update 1 ticket. We work in an environment where any kind of 'problem' ticket can almost always expect 2 or 3 involved parties. on a bigger scale, when dealing with certain processes or group issues, we've had tickets with up to 6 people on it. - Wildwolfay 10 years ago
