click closed, but next state is one of the two: successful/not, but defaults to successful. Not good enough

Offered item: remove closed entry.
click note. next state is (-) as requested, (-) means previous state, and for all intents and purposes it is mandatory to use this method to close ticket, therefore the ticket state must be changed to closed in order to close the ticket. 

This is not acceptable because next state is not mandatory.

Yes, it's good enough, because in order to close the ticket, you must choose close ticket.


On Wed, Apr 17, 2013 at 11:40 AM, Steven Carr <sjcarr@gmail.com> wrote:
What have you tried already?


On 17 April 2013 16:29, Yousef Hamad <YHamad@aspire-infotech.net> wrote:
Ok, Susan can you tell me how can to make a report for survey using MS-Office Excel  or Printing any where.




Thanks,
Yousef Hamad
Technical Support
Mob +962 799372852





-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Susan Dittmar
Sent: Wednesday, April 17, 2013 6:24 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] wrong link in email notification

Yousef Hamad schrieb:
> But this is not a suitable answer, because in the note filed the next
> state also is not mandatory and blank.

I'm surprised, though as I use an older OTRS I cannot check whether this has been changed. In my version of OTRS the next state is part of the note form, and the default is not blank but -, which means same state as before. But if I remember correctly you can configure which states are acceptable there. In my version of OTRS, if I remember correctly,  that's done with the fields

# allow to set state in notes:
$Self->{NoteSetState}=1;
# which state types:
$Self->{DefaultNextNoteStateType} = ['new', 'open', 'closed'];

Perhaps that helps you find the corresponding settings for your version of OTRS.

        Susan
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