Ticket States

[wrongecho]

@johnnyq As discussed, this PR will standardize on 5 consistent ticket states:-

• New: A new, unassigned, ticket that requires attention (Red/Danger)
• Open: An open ticket that is being worked on, either because it has just been assigned or replied to by the client (Blue/Primary)
• On Hold: A ticket that is pending an action (e.g. a client reply, future scheduled work, awaiting third party, awaiting parts, etc.) (Green/Success)
• Auto Close: To be used when you believe a request is resolved; automatically chases the contact to check and then closes (if auto-closing tickets are enabled) (Dark/black)
• Closed: Closed tickets are for completed requests/issues, they cannot be re-opened (Dark/black)

Some parts of the app have inconsistently deviated from these states (e.g. just for email parsing) and have therefore been reverted. Other states may be configurable in future via custom fields.

Additionally:

• Added agent notifications when users update tickets on the portal
• Adjusted some email wording for consistency & corrected URLs

[wrongecho]

Test these changes at: https://ticketstatuses902.pr-review.itflow.org
(automatic message)

[wrongecho]

Test these changes at: https://ticketstatuses902.pr-review.itflow.org
(automatic message)

[sonarcloud[bot]]

Quality Gate passed

Issues
1 New issue
0 Accepted issues

Measures
0 Security Hotspots
No data about Coverage
26.4% Duplication on New Code

See analysis details on SonarCloud