[otrs] Reopen a ticket via user web interface

[Nils Breunese (Lemonbit)]

Jesús M. Navarro wrote:

> El Jueves, 27 de Septiembre de 2007 14:24, Nils Breunese (Lemonbit)  
> escribió:
>> Jesús M. Navarro wrote:
>>> I can't find any option within the user web interface (the one for
>>> the support
>>> personnel) to reopen and already closed ticket if need arise.  What
>>> am I
>>> overlooking?
>>
>> You can attach a note to the closed ticket and set the next state to
>> open.
>
> Then it must be some detail within our configuration.  When I  
> select the "add
> a note" option I can add text and subject, but the only option I  
> can select
> within is for the note to be external or internal; I cannot select  
> next state
> there.
>
> Any hint what the missed config option might be?

You're right, you cannot select the next state there. I believe you  
can configure whether a ticket reopens though. Sorry, I don't know  
which setting might affect this. Have you tried just adding a note  
and seeing if the ticket reopens?

Nils Breunese.


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