Re: [otrs] Can agent change the status of a pending ticket to "open"?

Thanks Alexander and MV! On Mon, Apr 26, 2010 at 10:54 PM, Marco Vannini wrote:

inserting an internal note you can change the next status of the ticket, doing this you can explain either why ... ;)

For the second question I think that depends on your org. In my case, agents knows that they have to solecitate something to someone...In other case, otherwise we put them in auto close (+/-)

HTH

MV

On Mon, Apr 26, 2010 at 4:49 PM, Edmond Chan wrote:

...

Hi all,

Can agent change the status of a pending ticket to "open"?

I can NOT find any action in agent ticket zoom in page to change the status of a pending ticket (status: pending reminder, pending close+ or pending close-) to "open".

Per the original OTRS ticket status design, which action is agent supposed to take when pending time of a pending reminder ticket has been reached? What is the expected next status of a pending reminder ticket?

Thank you!

-- Best regards,

Edmond Chan

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