Hello James,
yes you can, at least I can do it in my installation.
What version do you use?
While creating a new state you have to define the type: closed, pending, open, new, merged, etc .
Let's say you have new state: "wait for customer" (pending type). You will be able to set this state into the Pending section and you do no need to contact (send mail to) the customer.
Is this enough? Let me know if you need more assistance.
Daniel
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Thursday, September 22, 2005, 5:23:27 PM, you wrote:
James> Hello All,
James> Is there any other way to change the state of a ticket other than creating or
James> contacting a customer? I created a couple of new states but can only see them
James> when I contact someone.
James> I would like to see these fields in the zoom view.
James> Thanks,
James> James
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James> Support oder Consulting für Ihr OTRS System?