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

agent/post/ticket.php

@@ -1510,7 +1510,7 @@ if (isset($_POST['bulk_ticket_reply'])) {
         foreach ($_POST['ticket_ids'] as $ticket_id) {
             $ticket_id = intval($ticket_id);
 
-            $sql = mysqli_query($mysqli, "SELECT ticket_client_id, ticket_first_response_at, ticket_number, ticket_prefix, ticket_priority,
+            $sql = mysqli_query($mysqli, "SELECT ticket_client_id, ticket_status, ticket_first_response_at, ticket_number, ticket_prefix, ticket_priority,
                 ticket_subject, ticket_url_key FROM tickets WHERE ticket_id = $ticket_id");
             $row = mysqli_fetch_assoc($sql);
 
@@ -1521,6 +1521,7 @@ if (isset($_POST['bulk_ticket_reply'])) {
             $url_key = escapeSql($row['ticket_url_key']);
             $ticket_first_response_at = escapeSql($row['ticket_first_response_at']);
             $client_id = intval($row['ticket_client_id']);
+            $original_ticket_status = intval($row['ticket_status']);
 
             // Don't Enforce Client Access if Ticket doesn't have an assigned client
             if ($client_id) {
@@ -1547,8 +1548,12 @@ if (isset($_POST['bulk_ticket_reply'])) {
             mysqli_query($mysqli, "UPDATE tickets SET ticket_status = '$ticket_status' WHERE ticket_id = $ticket_id");
             syncTicketSlaClock($ticket_id);
 
-            $new_status_name = escapeSql(getTicketStatusName($ticket_status));
+            // Only record a status change when the status actually changed - Resolved
-            logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
+            // is left out because the resolve block below logs it
+            if ($ticket_status !== $original_ticket_status && $ticket_status != 4) {
+                $new_status_name = escapeSql(getTicketStatusName($ticket_status));
+                logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
+            }
 
             logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
 
@@ -1559,8 +1564,9 @@ if (isset($_POST['bulk_ticket_reply'])) {
                 triggerCustomAction('reply_reply_agent_public', $ticket_id);
             }
 
-            // Resolve the ticket, if set
+            // Resolve the ticket, if it is actually moving into Resolved - a bulk reply
-            if ($ticket_status == 4) {
+            // on an already-resolved ticket must not restamp resolved_at
+            if ($ticket_status == 4 && $original_ticket_status != 4) {
                 mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
                 setTicketResolutionSlaMet($ticket_id);
 
@@ -1834,7 +1840,10 @@ if (isset($_POST['add_ticket_reply'])) {
     $ticket_reply = $_POST['ticket_reply']; // Reply is SQL escaped below
     $ticket_status = intval($_POST['status']);
     
-    $client_id = intval(getFieldById('tickets', $ticket_id, 'ticket_client_id'));
+    // Read the ticket as it stands before the reply changes anything
+    $original_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_client_id, ticket_status FROM tickets WHERE ticket_id = $ticket_id"));
+    $client_id = intval($original_row['ticket_client_id'] ?? 0);
+    $original_ticket_status = intval($original_row['ticket_status'] ?? 0);
 
     // Don't Enforce Client Access if Ticket doesn't have an assigned client
     if ($client_id) {
@@ -1869,8 +1878,9 @@ if (isset($_POST['add_ticket_reply'])) {
     mysqli_query($mysqli, "UPDATE tickets SET ticket_status = $ticket_status, ticket_updated_at = NOW() WHERE ticket_id = $ticket_id");
     syncTicketSlaClock($ticket_id);
 
-    // Resolve the ticket, if set
+    // Resolve the ticket, if it is actually moving into Resolved - replying on an
-    if ($ticket_status == 4) {
+    // already-resolved ticket must not restamp resolved_at or re-log the resolve
+    if ($ticket_status == 4 && $original_ticket_status != 4) {
         mysqli_query($mysqli, "UPDATE tickets SET ticket_resolved_at = NOW() WHERE ticket_id = $ticket_id");
         setTicketResolutionSlaMet($ticket_id);
 
@@ -2030,8 +2040,15 @@ if (isset($_POST['add_ticket_reply'])) {
         flashAlert("Stored on the ticket but too large to email: <strong>" . implode(', ', $skipped_names) . "</strong>", 'error');
     }
 
-    $new_status_name = escapeSql(getTicketStatusName($ticket_status));
+    /*
-    logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
+     * The reply form preselects the ticket's current status, so most replies post
+     * it straight back - only record a status change when it actually changed.
+     * Resolved is left out because the resolve block above already logged it
+     */
+    if ($ticket_status !== $original_ticket_status && $ticket_status != 4) {
+        $new_status_name = escapeSql(getTicketStatusName($ticket_status));
+        logTicketHistory($ticket_id, "$session_name set the status to $new_status_name");
+    }
 
     logAudit("Ticket", "Reply", "$session_name replied to ticket $ticket_prefix$ticket_number - $ticket_subject and was a $ticket_reply_type reply", $client_id, $ticket_id);
 

api/v1/ticket_replies/create.php

@@ -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));
+                // Only record a status change when the status actually changed -
-                logTicketHistory($ticket_id, "Status set to $new_status_name via the API ($api_key_name)");
+                // 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
+                // Resolve the ticket, if it is actually moving into Resolved
-                if ($reply_ticket_status == 4) {
+                if ($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);
 

client/post.php

@@ -105,9 +105,16 @@ if (isset($_POST['add_ticket_comment'])) {
         $ticket_reply_id = mysqli_insert_id($mysqli);
 
         // Update Ticket Last Response Field & set ticket to open as client has replied
+        $original_row = mysqli_fetch_assoc(mysqli_query($mysqli, "SELECT ticket_status FROM tickets WHERE ticket_id = $ticket_id LIMIT 1"));
+        $original_ticket_status = intval($original_row['ticket_status'] ?? 0);
+
         mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2 WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id LIMIT 1");
         syncTicketSlaClock($ticket_id);
-        logTicketHistory($ticket_id, "$session_contact_name replied from the client portal, reopening the ticket");
+
+        // Only record the reopen when the ticket was not already open
+        if ($original_ticket_status !== 2) {
+            logTicketHistory($ticket_id, "$session_contact_name replied from the client portal, reopening the ticket");
+        }
 
 
         // Get ticket details &  Notify the assigned tech (if any)

cron/ticket_email_parser.php

@@ -356,7 +356,10 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
         mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 2, ticket_resolved_at = NULL WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
         resetTicketResolutionSla($ticket_id);
 
-        logTicketHistory($ticket_id, "$from_email_esc replied by email, reopening the ticket");
+        // Only record the reopen when the ticket was not already open
+        if (intval($ticket_status) !== 2) {
+            logTicketHistory($ticket_id, "$from_email_esc replied by email, reopening the ticket");
+        }
 
         logAudit("Ticket", "Edit", "Email parser: Client contact $from_email_esc updated ticket $config_ticket_prefix$ticket_number_esc ($subject)", $client_id, $ticket_id);
         triggerCustomAction('ticket_reply_client', $ticket_id);