I have several ticket STATES, which for type OPEN are:
· Open successful
· Open
· Open by X
· Open by Y
How can I configure the Next Ticket State field on “Agent Ticket Phone” to show ONLY one of those states and not the whole OPEN category. From Sysconfig, I can only configure the Next Ticket State to show or hide a whole category: Ex: hide ALL states configured as type OPEN or show ALL states configured as type CLOSED, etc.
I need to show only the state OPEN SUCCESFUL, but not the rest of the states configured as type OPEN.
I will appreciate your help .
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