There are no permission checks made; other than that the user is who they claim to be. If a ticket is marked unread but they can't see it anyway, the consequence is that the database gets lighter. Invoked through ?action=helpdesk;sa=unreadticket;ticket=x;sessvar=sessid before redirecting back to the main helpdesk page.

• since: 1.0

This function identifies whether a given ticket is resolved or not, if not resolved, mark it resolved. If it was resolved reopen the ticket back to an appropriate status based on last respondent. In both cases, the action is logged in the action log. It is also unassigned from having a user on either closure or reopen. Accessed through ?action=helpdesk;sa=resolve;ticket=x;sessvar=sessid before redirecting back to the ticket, or add ;home to the URL to have it redirect back to the home page.

• since: 1.0

Assuming the user can see the ticket and has suitable permissions, the privacy flag will be inverted for the ticket and updated, as well as updating the action log. If they cannot see the ticket, or do not have privacy-change permission, a fatal error will be generated. Accessed through ?action=helpdesk;sa=privacychange;ticket=x;sessvar=sessid before directing back to the ticket page.

• since: 1.0

Assuming the user can see the ticket and has suitable permissions, the urgency of the ticket will be updated and an action log entry added. If they cannot see the ticket, or do not have urgency-change permission (including higher urgency permission if necessary), a fatal error will be generated. Accessed through ?action=helpdesk;sa=urgencychange;ticket=x;change=(increase|decrease);sessvar=sessid before directing back to the main helpdesk page.

• see: \shd_can_alter_urgency()
• since: 1.0

This function is responsible for adding, updating and removing relationships. Accessed through ?action=helpdesk;sa=relation;ticket=x;linkticket=y;relation=[linked|duplicated|parent|child|delete];sessvar=sessid and will redirect back to the ticket once complete.

• since: 2.0