Hi We work since almost two months with OTRS, currently in the internal pilot phase. One of the bigger issues is the (missing) 'state machine' for tickets. We still use our own ticketing system, where we have a so-called ticket state transition table. This means the following: We have a couple of different ticket states (NEW, CONFIRMED, PROCESS, TEST, CLOSED). For the two groups of users (i.e. customers and agents) only certain transitions are possible: - customer: Can open a new Ticket (NEW) Transitions: NEW --> CLOSED (issue solved by customer) PROCESS --> PROCESS (further work or info needed) TEST --> PROCESS (tested and nok) TEST --> CLOSED (tested and found to be ok) ticket is closed and cannot be reopened - agent: cannot open a new Ticket NEW --> CONFIRMED (ticket has been seen) NEW --> PROCESS (ticket has been seen, work started) NEW --> TEST (ticket has been seen, work finished) CONFIRMED --> PROCESS (work on the issue started) CONFIRMED --> TEST (issue solved, please test) PROCESS --> PROCESS (further work or info needed) PROCESS --> TEST (issue solved, please test) cannot close a ticket We know that we can add ticket states ourselves, we also tested it, but it did not really help In OTRS, we have not found anything like the described 'state machine', but we found it very useful in our daily work. We have the impression, and the pilot phase confirmed this impression, that something similar to what I described is needed within OTRS, and would like to know what other users think about this issue. Probably we completely overlooked some configuration possibilities, if this is the case, any pointers and help will be appreciated. best regards, Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------