> I'd like to set status automatically to OPEN, once a ticket is LOCKED, so that I don't need to answer the tickets in order to change its status from NEW to OPEN.

Yes, SysConfig Ticket -> Core::Ticket

[x] Ticket::EventModulePost###130-ForceStateChangeOnLock

The rational behind not changing new is that all open tickets assume first human contact has been made with the customer. 

On Sat, Apr 5, 2014 at 1:00 PM, André Cavalcante <treba.andre@gmail.com> wrote:

Hi there,

I'd like to set status automatically to OPEN, once a ticket is LOCKED, so that I don't need to answer the tickets in order to change its status from NEW to OPEN.

Do I need an ACL ou a Generic agent?

--

André Luiz C. e Cavalcante, PMP

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