- Status Unconfirmed
- Task Type Information
- Category Backend/Core
- Assigned To No-one
- Operating System All
- Severity Low
- Priority Very Low
- Reported Version 1.0-rc
- Due in Version Undecided
FS#2214 - Changing status of task automatically
I was wondering (again ) if the following scenario is possible for this bug tracking solution:
Our company uses this bug tracker mainly for helpdesk issues. However, our main users (except IT department) don’t seem to easily understand how to change the status of a ticket, they aren’t interested in doing that also.
So I would like to know if there is a way that we can develop some automatisation in changing the status automatically after customer replies to a message.
Let’s see the following scenario:
- user A posts a new task
- user B assigns himself (or other) to that specific task - the status automatically is changed to Assigned
- user B replies to task by adding a comment - as a result of adding the new comment the task status should change automatically to Waiting for customer - without the need that user B to change the status
- user A checks the comment from user B and decides to comment back to him. After pressing the Add comment button, the status should change automatically to Waiting for assignee
If the task is needed to have another status, the users can change them manually, but the automated part should be the waiting for customer and assignee.
On a basic algorithm it shouldn’t be hard (if user is logged in and is task owner, then after comment, task detail - status changing to id 4-5 from task-statuses table on mysql; if user is logged in and assigned to task, after adding comment change status 4-5 from task-statuses table).
I saw this thing on an otrs platform and it is quite ok for a simple user like ours.
Is there any way that we can personalise the flyspray in this way?
If yes, please give us an elaborate answer with what I should do for this to work.
Thanks in advance.