Re: [itsm] Status change question

2 Jun 2009

      Hello, Javier.
I can see no problems in your logic.
As far as the missing state is concerned, try to set
Ticket::Frontend::AgentTicketNote###State:  =Yes in sysconfig.

regards,
Anton.

2009/6/2 Javier Carrasco :
...
Thanks for the answer. Here is the details: In planning to implement
workflows using the GenericAgent. I have created a state called
'transfer-pending'.  I have, for example, 3 queues with names queue1, queue2
and queue3 and users named user1, user2 and user3. Each users has
permissions only in your own queue. So, when a user finish his work change
the status to 'transfer-pendig'. To make this work I have created for
example this rule: Every 10' take the tickets from que queue1 with the
status 'transfer-pending' and transfer it to queue2 with status 'open'. For
this, the agents needs to change status to transfer-pending. By the way,
when a add notes I  dont have the status option to change. Thanks in
 advance.
Anton Gubar'kov wrote:
...
You need to post a note for this. You can post either an internal note
(not visible to customers) or external note (visible to customers via
web interface).
Something HAS happened, or why you want to change the status then?
It's good opportunity to detail why you changed the status.
Regards,
Anton.
2009/5/29 Javier Carrasco :
...
Hi,
I nedd a simple way to change the ticket status. I can do it when adding
a
telephone note and with another tasks, but I need a way to change only
the
status.
regards
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