Issues Investigated and Fixed
Changed the methodology for closing the ticket screen – it was erroring … sometimes … hopefully now it won’t
Fixed the CC to watchers – in some cases it wasn’t putting a semicolon in the right spot so it wouldn’t CC to multiple watchers
Adjusted column formatting in ticket edit screens – it was overlapping
Worked on showing full site list when you need to change sites (eg for a user or a ticket)
If anyone encounters these issues still causing problems – please let me know


Status icons on Tickets
Silent Mode, Billable Status and Recurring status are now visible from the top bar of tickets whether they are in edit mode, tabbed or popup



Waiting functionality
If you hit the waiting button on a ticket:

NB: you do not need to be in edit mode to click that button
It will pop up a message asking what the client should be told

This dialog pops up even in silent mode – so that a log can be recorded against the ticket, but the client will not be notified as per silent mode rules
If the ticket is not in silent mode – the client (and any watchers) will get an email that says:
Your Ticket [1111] has been set to waiting.
The tech has written the following:
Followed by the message you type in the popup
The status of the ticket will then be changed to waiting
If you raise a new log entry, the ticket will be changed back to In-Progress
If you close the ticket, the status will changed to resolved as per normal
If you raise a new comms entry – the status will remain as waiting, so if you are waiting on a delivery, 3rd party etc, you can send the client a message to give them an update – without changing the status

Revision: 2
Last modified: Jun 08, 2020

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