[otrs] Ticket state transition New -> Open

Gerald Young crythias at gmail.com
Fri Apr 3 05:43:50 UTC 2020


Hello,

In the default configuration, any outbound action contacting the customer
will open the ticket.



On Thu, Apr 2, 2020 at 5:54 PM Nick Bright <nick.bright at valnet.net> wrote:

> 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.
>
> Thanks,
> --
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