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';
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs