Hello Sascha, We achieved this by updating Kernel/Modules/AgentCompose.pm: sub _Mask { my $Self = shift; my %Param = @_; # build next states string + # + # Set default next state dependent on ResponseID + # + if ($Param{ResponseID} eq "35") { + $Param{'NextStatesStrg'} = $Self->{LayoutObject}->OptionStrgHashRef( + Data => $Param{NextStates}, + Name => 'ComposeStateID', + Selected => 'In Progress' + ); + } elsif ($Param{ResponseID} eq "40") { + $Param{'NextStatesStrg'} = $Self->{LayoutObject}->OptionStrgHashRef( + Data => $Param{NextStates}, + Name => 'ComposeStateID', + Selected => 'Closed' + ); + } else { + # + # end + # $Param{'NextStatesStrg'} = $Self->{LayoutObject}->OptionStrgHashRef( Data => $Param{NextStates}, Name => 'ComposeStateID', Selected => $Param{NextState} ); + # + } + # # build select string if ($Param{StdAttachments} && %{$Param{StdAttachments}}) { my %Data = %{$Param{StdAttachments}}; $Param{'StdAttachmentsStrg'} = "\n"; foreach (sort {$Data{$a} cmp $Data{$b}} keys %Data) { ..... $Param{ResponseID} is the Response Identifier as held in the list in Admin Area -> Responses and the 'Selected' value is the textual value of the required (existing) status. As this only selects the default from the list, if is still possible to select another status if required. HTH, Graeme Sascha.Rommelfangen@ses-astra.com wrote:

...

Hi,

I have a suggestion for OTRS, probably someone wants to implement this:

When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state.

For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'.

Best regards, Sascha Rommelfangen

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