I actually found this in the sysconfig late last night. Basically my work
flow is a little different in terms that this is an internal helpdesk so i
dont want to send anything back to the user unless it is a question about
the ticket or a resolution. What I ended up doing is setting it so that
when a new ticket comes in it will be new. Then I can assess the ticket and
provide a priority (during this step i set it so i can change the state to
open.) If i am rejecting the new request is simple close it, and if i need
more info before setting a priority i set it to pending and send back my
question to the user.
Basically what I figured out last night is how massively open ended OTRS can
be, it just takes a little while to figure it out and learn how powerful
sysconfig is. :)
Thank for the help though.
Clay
On Wed, Dec 22, 2010 at 1:57 AM, Shawn Beasley
Hi all,
On Dec 22, 2010, at 08:42 , Lars Jørgensen wrote:
Adding a note won't change the state (at least not in 2.4, I don't know if this behaviour is changed in 3.0). OTRS believes a ticket is new until an agent has contacted the customer in some way, either by mail or phone (both from within OTRS). Then it is changed to the open state.
Not quite. You are right about the reason that the out-of-the box settings does not allow for this. However you can configure this in the the Sysconfig. Search for note, look for Frontend::Agent::Ticket::ViewNote and here you can set the setting that allows agents to change the status via a note! Here a short video (http://www.youtube.com/watch?v=8D-hf4WwnCE).
Sincerely,
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-- Clayton Doty 208.860.3043