The way I tend to do it is to make sure Ticket::Frontend::AgentTicketNote###State: YES and then add a note to the ticket indicating why I'm changing the status, and then change the status from the same screen.
James.
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen
Sent: Tuesday, 9 February 2010 6:44 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] How to change Status of call without replying to it
Well, what you can do in theory is to add the status to the 'Free
Fields' mask, via Admin > SysConfig >
Frontend::Agent::Ticket::ViewFreeText.
but I would really recommend against this because then you don't
record the reasoning behind status changes in OTRS. The least that you
should record, I feel, is some sort of communication to the customer,
if you want to change the status.
--
Michiel Beijen
R&D
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On Mon, Feb 8, 2010 at 1:03 PM, Marretta, Rosanna
Hi, is there any way I can change the status of a call without actually having to reply to it?
Thanks,
Rosanna
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