Osticket: Last Updated column in Open Tickets list - it is not updating ticket's Last Updated when I post a reply

[bbct]

Prerequisites

• [ ] Can you reproduce the problem in a fresh installation of the "develop" branch?
• [No] Do you have any errors in the PHP error log, or javascript console?
• [Yes] Did you check the osTicket forums?
• [Yes] Did you perform a cursory search to see if your bug or enhancement is already reported?

For more information on how to write a good bug report

[Description of the bug or feature]
Last Updated column in Open Tickets list - it is not updating ticket's Last Updated when I post a reply

Steps to Reproduce

1. Open an older ticket
2. Post a note or a reply
3. Returning to the Open Ticket list, observe that the "Last Updated" time has NOT changed for this ticket you just replied or posted on.

Expected behavior:
The Last Updated value for my ticket should be the last time ANYTHING changed regarding the ticket - whether that be me posting a response or the customer posting new data, or even me assigning it to someone else. If it was updated, the Last Updated date should be set current, and it should be reflected that way on the Open Tickets list.

Actual behavior:
After posting my reply, the "Last Updated" value is still the last time the customer posted.

Versions

1.10.1

Admin panel -> Dashboard -> Information which also additionally gives you information about you server:

Server Information

osTicket Version | v1.10.1 (9ae093d) —  Up to date
Web Server Software | Apache/2.4.18 (Ubuntu)
MySQL Version | 5.7.19
PHP Version | 5.6.31-4+ubuntu16.04.1+deb.sury.org+4

gdlib | Used for image manipulation and PDF printing
imap | Used for email fetching
xml | XML API
xml-dom | Used for HTML email processing
json | Improves performance creating and processing JSON
mbstring | Highly recommended for non western european language content
phar | Highly recommended for plugins and language packs
intl | Highly recommended for non western european language content
fileinfo | Used to detect file types for uploads
APCu | Improves overall performance
Zend Opcache | Improves overall performance

cgi.fix_pathinfo | "1" is recommended if AJAX is not working
date.timezone | Setting default timezone is highly recommended

Schema | osticket (localhost)
Schema Signature | 98ad7d550c26ac44340350912296e673
Space Used | 63.84 MiB
Space for Attachments | 53.65 MiB
Timezone | EST (Interpreted as America/New_York)

Also, please include the OS and what version of the OS you're running. As well as your browser and browser version.
Server is Ubuntu 16.04. Browser is Chrome in Windows.

[JediKev]

@bbct

date.timezone | Setting default timezone is highly recommended

First, you need to take care of this as a default timezone for PHP would definitely be helpful for the system.

Secondly, the Last Updated column is only updated when the Ticket is Created, on new User Messages, or when the Status changes to Closed/Open. (not on Agent Replies)

I hope this helps! Cheers.

[Chris25602]

From what I can tell this is intentional but, super un-intuitive. The last updated field only tracks the date time of changes to the status of a ticket eg open/close while the last message contains the information most people would want to see in order to sort tickets by activity.

[bbct]

@Chris25602 and @JediKev
JediKev - thanks for clarifying how it works - so you say it is working as designed.
Chris - I agree with you - I guess this would then be more of an enhancement request than a bug issue - I want to know when the ticket was last updated with any new information. It can have a CreatedDate and a StatusDate displayed also, those would be great to keep track of as well, but an "UpdatedDate" should be just what it says - when was the data last changed in any way at all IMHO.

[FG-Lars]

I'll have to throw in my hat here as well, and give @bbct my support.

There are other columns called "Last Message" & "Last Response" which only looks at when you last sent or received something in the ticket.

The "Last Update" column really should reflect any update at all, or there should be one doing what we ask. Notes, reassignments, marking as answered, etc. should make the timestamp on this column update.

This will be helpful keeping track of what tickets havent been touched for a while, which might deserve some attention.

@JediKev could you look into this a bit more? It would be much appreciated.

[Thaxxman]

+1 for support of making this change.

on the 1.14.1 release and I find it difficult to manage tickets when they get kicked to the second page.

[guyiac]

+1 for making this change also

[mlipok]

+1 for making this change also

[mlipok]

to @Thaxxman and @guyiac if you are giving +1 please do this using the smile icon on the opening post (as I do)

[mlipok]

This is not only problem with posting "Reply"

The sam problem is with "Internal Note"

These two issues cause that you cannot track all changes with the help of the tickets list, and you cannot treat tickets lists as so-called "Activity stream"

For this reason, you cannot manage all the tickets using osTicket without notification email (only via osTicket helpdesk portal), ........ which I deeply regret.

[guyiac]

to @Thaxxman and @guyiac if you are giving +1 please do this using the smile icon on the opening post (as I do)

done!

[Thaxxman]

to @Thaxxman and @guyiac if you are giving +1 please do this using the smile icon on the opening post (as I do)

Boom!

[mlipok]

I propose to add new Collumn "Last activity" which should be changed on any activity taken on the ticket.

[logmsf]

:) +1

I guess this hasn't been solved yet... Has anyone found a temp workaround?

Mods-wise how complex would this be?

[JediKev]

@logmsf

I guess this hasn't been solved yet... Has anyone found a temp workaround?

Refer to my earlier comment (TLDR; intended behavior of the system):
... the Last Updated column is only updated when the Ticket is Created, on new User Messages, or when the Status changes to Closed/Open. (not on Agent Replies)

Mods-wise how complex would this be?

You would need to add a line to update the lastupdate column in the postReply() method.

Cheers.

[logmsf]

@JediKev thanks :) I did see your comment but I was more referring to everyone’s request to include more actions in the “last update” column…

thanks for the tip for the mods, I’ll give it a look!