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do not update ticket status in history if it is the same

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johnnyq
2026-08-08 12:41:34 -04:00
parent 656aa95a4e
commit d484629ebc
4 changed files with 48 additions and 16 deletions
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13
api/v1/ticket_replies/create.php
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@@ -70,6 +70,7 @@ if (!empty($ticket_id) && !empty($reply)) {
$ticket_url_key = escapeSql($ticket_row['ticket_url_key']);
$ticket_first_response_at = escapeSql($ticket_row['ticket_first_response_at']);
$client_id = intval($ticket_row['ticket_client_id']);
$original_ticket_status = intval($ticket_row['ticket_status']);
// Mark first response time if required - internal notes don't count as a response
if (empty($ticket_first_response_at) && $reply_type == 'Public') {
@@ -87,11 +88,15 @@ if (!empty($ticket_id) && !empty($reply)) {
if (!empty($reply_ticket_status)) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $reply_ticket_status WHERE ticket_id = $ticket_id LIMIT 1");
$new_status_name = escapeSql(getTicketStatusName($reply_ticket_status));
logTicketHistory($ticket_id, "Status set to $new_status_name via the API ($api_key_name)");
// Only record a status change when the status actually changed -
// Resolved is left out because the resolve block below logs it
if ($reply_ticket_status !== $original_ticket_status && $reply_ticket_status != 4) {
$new_status_name = escapeSql(getTicketStatusName($reply_ticket_status));
logTicketHistory($ticket_id, "Status set to $new_status_name via the API ($api_key_name)");
}
// Resolve the ticket, if set
if ($reply_ticket_status == 4) {
// Resolve the ticket, if it is actually moving into Resolved
if ($reply_ticket_status == 4 && $original_ticket_status != 4) {
mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id AND ticket_resolved_at IS NULL LIMIT 1");
setTicketResolutionSlaMet($ticket_id);