Adding a PENDING_STATUS status for tickets #1155
Replies: 4 comments 1 reply
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To have the ticket move back to OPEN_STATUS once the ticket creator has replied, I think I would use signals outside of the helpdesk app as it is a very specific request. |
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There is already a field on the Ticket model : on_hold which I think was created for this purpose. But I agree with you, maybe it needs some refactoring in order to have this in the status. |
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And also make the STATUS_CHOICES customizable like PRIORITY_CHOICES.
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For completeness, a PR was made to introduce this feature. |
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Hi All,
I would like to introduce a pending status for tickets.
This is used when the support team needs some feedback from the ticket creator and to remove idle time for support team work time calculations.
Usually, there are "pending" and "resumed" states in ticketing systems.
To have a minimal impact on the code, I am considering only adding a PENDING_STATUS and have the ticket move back to OPEN_STATUS once the ticket creator has replied (in Ticket.save()).
I would consider the PENDING_STATUS being part of OPEN_STATUSES for Ticket._can_be_resolved() and also for feeds.py and staff.py views.
For the escalate_tickets.py command I would not consider PENDING_STATUS tickets to be escalated.
What are your thoughts on this?
Any other mechanism I am not aware of?
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