[otrs] Ticket state transition New -> Open

Nick Bright nick.bright at valnet.net
Thu Apr 2 21:54:09 UTC 2020

What conditions will transition a ticket from New to Open? Is it only an 
outbound phone call or outbound email? I know that a note doesn't, and 
an inbound email doesn't; but I thought an inbound phone call would 
transition the ticket state from New to Open if recorded by an agent.

If there's a relevant page in the documentation about this, a link would 
be helpful.


--------------- Email Signature
P: 888.332.1616 	W: valnet.net <https://valnet.net> 	F: Facebook 

This email and any files transmitted with it are confidential and 
intended solely for the use of the individual or entity to whom they are 
addressed. If you have received this email in error please notify the 
system manager. This message contains confidential information and is 
intended only for the individual named. If you are not the named 
addressee you should not disseminate, distribute or copy this e-mail. 
Please notify the sender immediately by e-mail if you have received this 
e-mail by mistake and delete this e-mail from your system. If you are 
not the intended recipient you are notified that disclosing, copying, 
distributing or taking any action in reliance on the contents of this 
information is strictly prohibited.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20200402/79edeb87/attachment-0001.htm>

More information about the otrs mailing list