Ticket Category and Custom Statuses

johnny

@afiadam We just updated the ticket statuses to the options you suggested. We shortened some of them.

For example your Waiting on User/Customer we made it just Pending Client.

Enjoy!

Isaac

johnny These ticket status are 'fixed' or can I add/append/edit those?

johnny

Ticket Categories are coming soon.

wrongecho

Can I suggest that both ticket categories and statuses are custom fields in the future?

wrongecho

Isaac

I believe custom fields is still in development.

johnny

@Isaac Im curious what other statuses would you like to see that are not listed?

smileglobal

Hi Johnny,

We would also like to see the ability for custom statuses. Such as "Ready for QA", "Invoice Needed", "On-Hold", and maybe some others? Are these difficult to add?

Thank you! Love to see how ITFlow is coming along, you guys are doing a great job!

-Casey

wrongecho

smileglobal

Hey @smileglobal

Appreciate the feedback.

Custom statuses will likely be part of the wider custom fields, which has been ongoing for ages!

Worth mentioning we have an On Hold ticket status. I'd encourage marking tickets as billable and using the Unbilled Tickets report (https://demo.itflow.org/report_tickets_unbilled.php) rather than keeping them open for invoicing, but this may not fit your workflow.

smileglobal

wrongecho

It appears that the other ticket statuses have disappeared for us after one of the recent updates. All I see now is "open" and "on-hold" in the drop-down field, but back on the page listing all tickets it still shows tickets with other statuses set such as "pending-vendor", however if I drill into one of those tickets it still only displays "Open" and "On-Hold" in the drop-down menu.

Thanks for sharing the info about marking tickets as billable (we started using that as soon as we saw the feature come out -- one suggestion on that is to be able to bulk mark tickets as billable as we had to go one-by-one once the feature was there). I wasn't familiar with unbilled ticket report, but will certainly check it out!

We are on latest update -- DB: 1.1.0 and app version: a40ec71b0a9dae4ae62db49f3a90791832a33b3a

wrongecho

smileglobal

It appears that the other ticket statuses have disappeared for us after one of the recent updates.

This was done on purpose. Originally Open / On Hold were the original statuses we had. A load more were then half-hard coded into different places in the app.

Rather than constantly taking requests for new statuses and adding them, we've removed all but the core statuses again to make way for writing the logic to allow custom statuses.

smileglobal

wrongecho

Thank you for the info. Do you have a rough idea of when you might have that logic implemented to allow for the custom statuses?

wrongecho

smileglobal

As with many things in the open source world, there is no specific date currently.

psiiota

@smileglobal This is a priority for me, as I am not a fan of the basic statuses. Comment back here if its not done by end of month.

johnny

Hi @psiiota custom statuses will be coming this week, this shouldnt be too difficult to add, this will come along with custom Asset Types as well

johnny

Im going to use the categories tables for the custom asset types and ticket statuses this way we can define the colors as well. The Basic Ticket status's will be kept static.

psiiota

I wrote a function for the ticket statuses and colors in v0.1.8.5, lets incorporate that into this.

johnny

I seen that and deff am going to go that route for efficiency purposes we would have to merge your latest pull request in first before we make the changes

psiiota

Ready to roll in 🙂

johnny

Kindly remain patient with us as we work through the ticket statuses. We've had to backtrack slightly to ensure progress in the right direction. We're implementing a significant overhaul to improve the customer ticket status system. This process may take a bit longer, but we're committed to getting it right to avoid complications in the future.

smileglobal

johnny

How is the ticket status update coming along? We were using the "pending-vendor" status for stuff ready to bill or QA, but now that we are down to just Open/on-Hold, it is starting to impact our workflows a bit. We are currently doing our billing through another system, so the ticket statuses will be a huge help and time-saver for us. Not trying to be the "squeaky wheel", just circling back to see how things are progressing. Appreciate all that you guys are doing!

wrongecho

Whilst PRs are appreciated, please remember that branches are free. You don't need to bundle things into huge PRs. Smaller, distinct, function-based PRs are easier to review and quicker to merge.