Re: [otrs] Closed State

gen@gentube.com wrote:

Quoting gen@gentube.com:

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Quoting "Nils Breunese (Lemonbit)" :

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Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it?

Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue.

That's normal behavior. Once a ticket is locked by an agent it is no longer in the queue. It returns to the queue when unlocked.

I need to have tickets in every state but closed displayed in the queue. I need any ticket that has a response from the outside displayed in the queue, no matter how old the original ticket. How do I accomplish these two things?

I think you'll want to enable StatusView module and not mess with how the queue system works. Admin > SysConfig > Front::Agent::ModuleRegistration > check Frontend::Module###AgentTicketStatusView Now you have a StatusView button in the top bar which you can use to get an overview of all non-closed tickets in OTRS, regardless of queue or whether they are locked. Nils Breunese.