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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