Hi Mike,

On 06.01.2010, at 08:01, Mike Morris wrote:

I've just realized that my OTRS system is defaulting to "closed successful" whenever an Agent replies with a Response Template, including the default "Empty Answer" one.

After much troubleshooting I found the problem, and searched Bug DB... found it has been reported multiple times.

Bug 4433 reports being the fix, by modifying "Kernel/Modules/AgentTicketCompose.pm" to new rev 1.81.2.3.

However, when clicking the provided link to view 1.81.2.3 of AgentTicketCompose.pm, the faulty code is still present. (An if/else structure that causes the passed StateID to always be the next state, as opposed to the state defined in DefaultState parameter.)

I am not a registered user and am not sure that 1.81.2.3 is actually the latest version, but I want to make sure the fix is in 2.4.6. The bug description claims 1.81.2.3 contains the fix - it doesn't look like it does. (The suggested fix works on my system.)

Is this a cvs commit error, or do I misunderstand?

AgentTicketCompose.pm,v 1.81.2.3 is the latest version and should fix it. And I'm sure that normally it is fixing it.

Did you try to restart your webserver (just to be sure that the file got reloaded). And in case is it changed on the same machine where you have tested it?

Greetings,

 -Martin