Pending Status - osTicket

What This Plugin Does

When installed and enabled, the plugin:

• Creates a new ticket status named Pending
• Sets its state to open
• Makes it appear in:

-- Open ticket queues

-- Status filters

-- “Change Status” dropdown

-- Reply and internal note status dropdowns

-- Registers it inside Manage → Ticket Statuses

The status is stored in the same ost_ticket_status table as the default statuses.

How It Works

The plugin follows osTicket’s native architecture:

• Uses the same structure as core statuses:

-- name

-- state

-- mode

-- sort order

-- flags

-- properties (description)

Because its state is set to open, Pending tickets:

• Remain visible in open queues
• Are treated as active tickets
• Can still receive replies and updates

This makes it ideal for tickets waiting on:

• Customer response
• Third-party vendor action
• Internal review
• Additional information

File Structure

include/plugins/pending-status/

├── plugin.php

├── pending-status.php

└── README.md

plugin.php

Defines:

• Plugin manifest
• Name
• Version
• Description
• Entry point

pending-status.php

Main plugin class:

• Creates the Pending status on install/enable
• Registers it properly in the system
• Uses osTicket core structures

README.md

Installation and usage notes.

Installation

1. Place the pending-status folder inside: include/plugins/
2. Go to:

Staff Panel → Manage → Plugins

1. Click Add New Plugin
2. Install Pending Ticket Status

Once installed, the Pending status will:

• Appear in status dropdowns
• Be visible under Manage → Ticket Statuses
• Be editable like any other core status

Management & Customization

After installation, administrators can:

• Rename the status
• Change its description
• Adjust sort order
• Modify visibility settings

All from:

Manage → Ticket Statuses

Use Cases

• Waiting for client confirmation
• Waiting for parts or vendor response
• Escalation review
• Internal hold
• SLA pause tracking (manual workflows)

Future Enhancements (Optional)

The plugin can easily be extended to:

• Re-create Pending automatically if deleted
• Adjust sort priority dynamically
• Add automation triggers
• Add SLA logic for Pending state
• Add reporting filters