Hi Gerald,
tks for quick reply, it works.
I modified the value of
Ticket::Frontend::AgentTicketNote###State
to Yes and now on the note I can change the ticket state.
Ciao
Giovanni
Il 12/01/2015 15:39, Gerald Young ha scritto:
Notes won't (by default and purpose) change state, but correspondence in either direction *can* change if Next State is chosen. Or, if State is added to Note via SysConfig, State can be modified on add note.
On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni mailto:giovanni.mellini@enav.it> wrote:
Hi list,
I need some clarification about the "pending reminder" behavior in OTRS 3.3
I need to understand when a ticket that is in a "pending reminder" state can exit from this state.
I tried to find some hint on the online documentation at
https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html
but found nothing.
If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me.
But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state.
Is this the right behavior? How can I move from pending-reminder to open state without external input?
Tks for your help,
Giovanni
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Giovanni Mellini
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ENAV S.p.A.
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Funzione Security
ENAV S.p.A.
Via Salaria 716 - 00138 Roma - Italia
Cell. +39 366 9254829
Uff. +39 06 8166 4203
giovanni.mellini@enav.itmailto:giovanni.mellini@enav.it
www.enav.ithttp://www.enav.it
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