Hello James,

If you define a new state as open I think you can set it only by responding to the customer or by adding the Phone Call. Using the phone call you have all state options enabled and you do not need to send a message to the customer.

Getting back to your implementation please make the difference between New (the ticket hasn't had any action on it, excepting maybe an auto reply) and Open state (there are actions on the ticket).

You also can use the pending states but I do not exactly understand where is the problem, maibe if you tell me more I will catch the idea.

Daniel 

---------

Thursday, September 22, 2005, 11:40:45 PM, you wrote:

James> I created my states and left defined them as open (which doesn't show up in the

James> field if I'm following you). I see pending and close in the menu selection (in

James> zoom). I think if I change them to a 'pending' state type I could then see them.

James> I wanted to have a state that let's the service desk know that the ticket hasn't

James>  had any action taken on them yet. The service desk will be the first to recieve

James> the calls then route them accordingly. I was under the impression that the flow

James> should have the tickets remain 'open' until someone takes ownership. Is a

James> 'pending' state better?

James> I would appreciate some feedback on how other's work the states and such.

James> Thanks,

James> James

James> "User questions and discussions about OTRS.org" <otrs@otrs.org>

James> wrote:

>> Hello James,

>> yes you can, at least  I can do it in my installation.

>> What version do you use?

>> While creating a new state you have to define the type: closed, pending, open,

James> new, merged, etc .

>> Let's say you have new state: "wait for customer" (pending type). You will be

James> able to set this state into the Pending section and you do no need to contact

James> (send mail to) the customer.

>> Is this enough? Let me know if you need more assistance.

>> Daniel

>> ---------

>> Thursday, September 22, 2005, 5:23:27 PM, you wrote:

>> James> Hello All,

>> James> Is there any other way to change the state of a ticket other than

James> creating or

>> James> contacting a customer? I created a couple of new states but can only

James> see them

>> James> when I contact someone.

>> James> I would like to see these fields in the zoom view.

>> James> Thanks,

>> James> James

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