What is the state type of the bad entry?
On Mon, Jan 6, 2014 at 11:39 PM, Nick Bright
Greetings,
In our OTRS installation some years ago, we configured several custom "close" states.
Since then we have been putting up with (unable to solve) a problem where ALL new tickets want to start with a "Next Ticket State" of the first in the list of these custom close states.
As you can imagine, this creates a problem where new tickets are created as closed if the agent isn't vigilant!
I have verified configurations more times than I can count. There is absolutely NOT A SINGLE piece of configuration that should be responsible for this, and yet it is happening.
So my question for the list is -
What weird, off the wall, shouldn't-happen-but-it-does ways of impacting the default Next Ticket State of *ALL *(*both phone and email*) new tickets created* through the agent UI* be set to a value other than that specified in the SysConfig parameters?
Permissions? Missing settings somewhere else? Something making type "open" not function properly? Cats with lasers?
ZZZAuto.pm: $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open';
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