[otrs] ticket status

[Nils Breunese (Lemonbit Internet)]

Giovanni wrote:

> how can I do to have a state for “waiting customer response” and  
> “waiting operator response”?
>
> The system would be the following:
>
> When customer send a response, the ticket automatically must be in  
> status “waiting operator response” (how can I do it?).

I don't see why you'd need something like this. When a customer sends  
a response the ticket is 'Open' and when you reply you just set the  
next state to 'Pending reminder'. Or do you really want those exact  
names? Chapter 10 of the docs deals with this: http://doc.otrs.org/ 
2.0/en/html/c1525.html

Nils Breunese.