inserting an internal note you can change the next status of the ticket, doing this you can explain either why ... ;)<div><br></div><div>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 (+/-)</div>

<div><br><div><br></div><div>HTH</div><div><br></div><div>MV<br><br><div class="gmail_quote">On Mon, Apr 26, 2010 at 4:49 PM, Edmond Chan <span dir="ltr">&lt;<a href="mailto:ccedmond@gmail.com">ccedmond@gmail.com</a>&gt;</span> wrote:<br>

<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">Hi all,<div><br></div><div>Can agent change the status of a pending ticket to &quot;open&quot;? </div><div><br></div>
<div>
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 &quot;open&quot;.</div>
<div><br></div><div>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? </div><div><div>What is the expected next status of a pending reminder ticket?</div>


<div><br></div><div>Thank you!</div><br>-- <br>Best regards,<br><br>Edmond Chan<br>
</div>
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