Should the status change if the user who answers is not the requester?

[marien-probesys]

Problem

There are cases where an observer or a user allowed to access all the tickets answers to a "pending" ticket. In this case, the ticket stays in this status. However, as the ticket needs the attention of the assignee, it would make sense to change its status to "in progress".

The same problem happens with the "resolved" status, as one can expect the ticket to be reopened. This case is even worse because the agents could miss the answer and the ticket would be closed few days later.

Solution

For now, we’ll focus on the "resolved" status: when an answer is posted (either by email or in the interface), if the status of the ticket is resolved and the user is not an agent, then change the status to "in_progress" and remove the solution.

Specifications

In App\TicketActivity\LifecycleSubscriber::processAnswer(), move the if status = 'resolved' block outside of the if messageAuthor = requester condition. Also, don't check if the message was sent by email (this is an old condition that is no longer required). However, check if messageAuthor is not agent.

[marien-probesys]

The ticket is now reopened if any user answers to a resolved ticket (v0.14.0). I'm keeping this ticket opened to discuss the "in progress" case for the 0.15.0.