Robert, you were going to send me an already patched GenericAgent.pm since my patch failed. I still haven't gotten that yet. Are you still wanting to send it to me? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Thursday, January 27, 2005 6:14 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] what variable do I use? m schrieb:
1.) Could this be done via the web interface for GenericAgent? If so, where would I input the variables to check for escalation and answered status? And then, how do I change them in the ticket? 2.) What are the variables I need to check and change if I need to edit > GenericAgent.pm?
The 'Answered' state is set when a customer adds something you have to answer, such as an email arriving or a customer message added in customer.pl. Standard OTRS does not implement a function to actually reset the 'Answered' state. I believe this to be by design. See http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a patch to GenericAgent to allow setting the 'Answered' State. There has been a discussion on how to implement this recently on this list. hth, Robert Kehl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/