Hi Steve thanks, I will check the permissions and settings in more detail, I tell them what I find.

Julio

De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Steven Carr
Enviado el: Martes, 28 de Febrero de 2012 04:59 p.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] change

Unless you want to start looking at the underlying code then there isn't anywhere you can view that event, it's part of how OTRS works.

Do you have admin access to your OTRS installation? What permissions does the user account you are using have on the queue, if you only have ReadOnly permissions then you wont be able to do anything to the tickets and they will stay as new. If you don't have admin then you are going to have to speak with the person who does administer your OTRS to find out why it isn't working.

To diagnose further we'd need to know more about how your installation is setup, what version and how the queues have been configured.

Steve

On 28 February 2012 18:16, DM_Julio Angulo <dm_jangulo@equifax.com.pe> wrote:

hello again, I commented that I follow the procedure but the state does not change, you know where I can review that rule or event?

Thanks

Julio.

De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Steven Carr
Enviado el: Martes, 28 de Febrero de 2012 12:29 p.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] change

Lock, add a note or reply to the ticket and it will change to open.

On 28 February 2012 17:23, DM_Julio Angulo <dm_jangulo@equifax.com.pe> wrote:

Hello everybody,

I have a question:

I´m agent, how to change ticket state new to open.

thanks

Julio Angulo
Telf.: +51 1 4150300 anexo: 1468
Movil: +51 997066155


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