Forum GLPI-Project

lmsupports

Member

Registered: 2023-03-31

Posts: 3

Change status from pending to new/processing when watcher replies

We use the feature of setting the status of a ticket to pending when waiting on a reply from the requester. When the requester replies, the status is then reset to new or processing. This works well for us.

Sometimes the requester adds a watcher; this observer is mostly added to keep in the loop, but sometimes the observer replies because they have additional information. However, the status of the ticket remains on pending, causing the technician to overlook the answer, unless they manually check the pending tab. The same issue happens with validators.

To bypass this we have now set all validators and watchers to be requesters, but this poses some (minor) problems in our email notification setup.

Is there any way to have the status of the ticket change when a watcher replies, just as it does when a requester replies?

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Change status from pending to new/processing when watcher replies

Is there any way to have the status of the ticket change when a watcher replies, just as it does when a requester replies?

Not without a plugin or change to the code. I think that wanting the pending status to clear when a watcher adds a followup is going to depend on the business/customer.

If you would like to suggest an option to allow watcher responses to clear the pending status, you can do so on the suggestion website.
https://suggest.glpi-project.org/

---

GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.