Hi Gordon,
Here is the answer you are looking for:
From my notes:
To add the option on NOTE for changing the state of ticket, go to:
Frontend::Agent::Ticket::ViewNote
Then --> Ticket::Frontend::AgentTicketNote###State:
"YES" --> Update
After adding this, you will have the otion to change the state of
a ticket under notes.
Thanks!
Jose Luis Spahr
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gordon
O'Brien
Sent: Thursday, January 14, 2010 4:49 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] State change New to Open
Thanks to all on this for the clarification and the tips.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils
Leideck - ITSM
Sent: 14 January 2010 12:07
To: User questions and discussions about OTRS.
Subject: Re: [otrs] State change New to Open
Hi,
On 14.01.2010, at 11:38, Gordon O'Brien wrote:
Is it possible to change the state to open if a ticket is either locked, a note added or owner changed?
you might want to look
at Ticket::EventModulePost###1-ForceStateChangeOnLock for having ticketstatus
changed on lock action.
For note and owner change please search in the
Ssyconfig for RequiredLock. This will only allow these actions when the ticket
has been locked, therefor it will be locked automatically when enter one of the
related Views. All depending on your permissioning of course.
Nils Leideck
--
Nils Leideck
Senior Consultant
http://webint.cryptonode.de / a
Fractal project
CU
@ CeBIT 2010 in Hannover, Germany and get to know more about
OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!
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