Hi Nicolas, On Tue, May 30, 2006 at 10:00:18AM -0400, Nicolas Karlinski wrote:
I am in the process of implementing OTRS for our Customer Service Groups. Despite my searches, I am still not able to do the following (at least without changing the code..)
- When I move ticket to a queue, I would like the state to be change to "new". I changed the Ticket::DefaultNextMoveStateType: to New only but the state stays to what it previously was ("open" most of the time). Can someone help me here? FYI, I am using the ChangeQueue dropdown box from the TicketZoom view.
Set the following in Kernel/Config.pm: $Self->{'Ticket::Frontend::MoveType'} = 'link'; $Self->{'Ticket::Frontend::MoveSetState'} = 1; $Self->{'Ticket::DefaultNextMoveStateType'} = ['new', 'open', 'closed'];
- Also many times I have to split an order between 2 groups (=2 queues). is there any way to automatically link the 2 tickets ?
No, not without changing the code.
- Last thing, I would like the customer to know when someone started working on a ticket (Trought the web interface). Is there a way to change the state from new to open without sending an EMail?
You can activate customer notifications about the state change of a ticket for every queue. Notfications will be send out if the state of a ticket changes, but this will happen for every change of the state. If you only want to send out notifications if the ticket changes to one or some special state(s), we can implemnt that feature for you. Please send a message to sales@otrs.com if you are interested.
NICOLAS KARLINSKI
Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!