stop ticket status from changing

[snake]

It is a common requirement that I will need to follow up on a ticket or just tell client "I am working on it", so I want to stop the ticket status from being changed to "answered" when I reply to tickets, so it has to be changed manually.

After some 15 years using WHMCS, it is clear that nobody can remember to change the status before submitting, so I need to create a hook that will do this, otherwise tickets just end up being forgotten or auto closed.

I see that I can hook into this here
https://developers.whmcs.com/hooks-reference/ticket/#ticketadminreply

but what would the required hook code be?

 

 

[leemahoney3]

So instead of the ticket changing to Answered you want a way to keep certain tickets marked In Progress when you've replied to them? 

[snake]

I don;t want to the status to be automatically changed to "ANSWERED"
I want the status to stay the same unless it is changed manually by the person replying to the ticket.

 

 

[leemahoney3]

You could have all tickets change to a certain status when an admin replies to them, e.g. In Progress. If you don't like In Progress then you could create a new ticket status (System Settings > Support > Ticket Statuses) and set it to not auto close and show in the active tickets/awaiting reply tickets. Just change the status in the hook below to match.

<?php

use WHMCS\Database\Capsule;

function set_ticket_status_after_reply($vars) {

    $status = 'In Progress';

    Capsule::table('tbltickets')->where('id', $vars['ticketid'])->update([
        'status' => $status
    ]);


}

add_hook('TicketAdminReply', 1, 'set_ticket_status_after_reply');

Or if you prefer to use the API instead of a direct database call

<?php

function set_ticket_status_after_reply($vars) {

    $status = 'In Progress';

    localAPI('UpdateTicket', [
        'ticketid'  => $vars['ticketid'],
        'status'    => $status
    ]);

}

add_hook('TicketAdminReply', 1, 'set_ticket_status_after_reply');

 

Edited August 8, 2022 by leemahoney3

[snake]

I don;t want to automatically change the status at all, I want to leave it as is.

 

So if I am replying to a ticket, which has an open status, I want the status to stay as open, unless I change it.

If the status is "in progress" then I want the status to stay as "in progress" unless I change it.

 

[string]

What is with this?

[snake]

ah I had not seen that reply.

I thought I had posted this before, but when looking under my profile, I couldn;t see this post anywhere.

[leemahoney3]

Hi Snake,

I've just posted a solution in your other thread which should hopefully work.