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
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 distinct HD_TICKET.ID,
HD_TICKET.OWNER_ID as OWNER_ID,
HD_TICKET.ID as TICKNUM,
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 HD_TICKET as T, HD_STATUS as STATUS
set T.HD_STATUS_ID = STATUS.ID,
T.RESOLUTION = CONCAT(T.RESOLUTION,'
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>))