Correct set status on new ticket

This affects new ticket by staff as well as honoring the influence of ticket
filters on new ticket, where the status may be set to something other than
the system default. Even the system default may be influenced if it were set
to a closed state derivative.

So the concept is simple: the new status should be set using the standard
logic so that the closed_by staff member, date, events, and other
information is set as normally is when a ticket is closed.

include/class.ticket.php

@@ -822,7 +822,7 @@ class Ticket {
     }
 
     //Status helper.
-    function setStatus($status, $comments='') {
+    function setStatus($status, $comments='', $set_closing_agent=true) {
         global $thisstaff;
 
         if ($status && is_numeric($status))
@@ -845,7 +845,7 @@ class Ticket {
         switch($status->getState()) {
             case 'closed':
                 $sql.=', closed=NOW(), duedate=NULL ';
-                if ($thisstaff)
+                if ($thisstaff && $set_closing_agent)
                     $sql.=', staff_id='.db_input($thisstaff->getId());
 
                 $ecb = function($t) {
@@ -877,21 +877,24 @@ class Ticket {
         if (!db_query($sql) || !db_affected_rows())
             return false;
 
-        // Log status change b4 reload
-        $note = sprintf(__('Status changed from %s to %s by %s'),
-                $this->getStatus(),
-                $status,
-                $thisstaff ?: 'SYSTEM');
+        // Log status change b4 reload — if currently has a status. (On new
+        // ticket, the ticket is opened and thereafter the status is set to
+        // the requested status).
+        if ($current_status = $this->getStatus()) {
+            $note = sprintf(__('Status changed from %s to %s by %s'),
+                    $this->getStatus(),
+                    $status,
+                    $thisstaff ?: 'SYSTEM');
+
+            $alert = false;
+            if ($comments) {
+                $note .= sprintf('<hr>%s', $comments);
+                // Send out alerts if comments are included
+                $alert = true;
+            }
 
-        $alert = false;
-        if ($comments) {
-            $note .= sprintf('<hr>%s', $comments);
-            // Send out alerts if comments are included
-            $alert = true;
+            $this->logNote(__('Status Changed'), $note, $thisstaff, $alert);
         }
-
-        $this->logNote(__('Status Changed'), $note, $thisstaff, $alert);
-
         // Log events via callback
         if ($ecb) $ecb($this);
 
@@ -2635,7 +2638,6 @@ class Ticket {
             .' ,`number`='.db_input($number)
             .' ,dept_id='.db_input($deptId)
             .' ,topic_id='.db_input($topicId)
-            .' ,status_id='.db_input($statusId)
             .' ,ip_address='.db_input($ipaddress)
             .' ,source='.db_input($source);
 
@@ -2709,6 +2711,12 @@ class Ticket {
                 $ticket->assignToTeam($vars['teamId'], _S('Auto Assignment'));
         }
 
+        // Apply requested status — this should be done AFTER assignment,
+        // because if it is requested to be closed, it should not cause the
+        // ticket to be reopened for assignment.
+        if ($statusId)
+            $ticket->setStatus($statusId, false, false);
+
         /**********   double check auto-response  ************/
         //Override auto responder if the FROM email is one of the internal emails...loop control.
         if($autorespond && (Email::getIdByEmail($ticket->getEmail())))
@@ -2797,11 +2805,7 @@ class Ticket {
             $vars['response'] = $ticket->replaceVars($vars['response']);
             // $vars['cannedatachments'] contains the attachments placed on
             // the response form.
-            if(($response=$ticket->postReply($vars, $errors, false))) {
-                //Only state supported is closed on response
-                if(isset($vars['ticket_state']) && $thisstaff->canCloseTickets())
-                    $ticket->setState($vars['ticket_state']);
-            }
+            $response = $ticket->postReply($vars, $errors, false);
         }
 
         // Not assigned...save optional note if any