Status change question

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Javier Carrasco

28 May 2009 28 May '09

8:17 p.m.

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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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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Javier Carrasco

2 Jun 2 Jun

1:33 p.m.

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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Anton Gubar'kov

7:30 p.m.

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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Javier Carrasco

3 Jun 3 Jun

1:48 p.m.

Thanks a lot. This is exactly the option that i've been searching. With this I think that my plan can be implemented. Thanks Again Anton Gubar'kov wrote:

...

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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Anton Gubar'kov

2:27 p.m.

Good luck! I can additionaly recommend to create a new state type "pending auto" and assign your "pending transfer" status to this state type. You can then configure your queues to hide tickets in all states of "pending auto" state types. I also assigned "pending auto close+/-", "pending auto reminder" to "pending auto" type. Details here : http://www.mail-archive.com/otrs@otrs.org/msg24883.html Anton. 2009/6/3 Javier Carrasco

...

Thanks a lot. This is exactly the option that i've been searching. With this I think that my plan can be implemented.

Thanks Again

Anton Gubar'kov wrote:

...
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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Javier Carrasco

3:34 p.m.

Thanks for the sugestion, is an excellent idea. Anton Gubar'kov wrote:

...

Good luck! I can additionaly recommend to create a new state type "pending auto" and assign your "pending transfer" status to this state type. You can then configure your queues to hide tickets in all states of "pending auto" state types. I also assigned "pending auto close+/-", "pending auto reminder" to "pending auto" type. Details here : http://www.mail-archive.com/otrs@otrs.org/msg24883.html

Anton.

2009/6/3 Javier Carrasco mailto:jcarrasco@tenroses.com.ar>

Thanks a lot. This is exactly the option that i've been searching. With this I think that my plan can be implemented.

Thanks Again

Anton Gubar'kov wrote:

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 mailto:jcarrasco@tenroses.com.ar>:

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 mailto:jcarrasco@tenroses.com.ar>:

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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