Hi, Set for each activity, for example: Frontend::Agent::Ticket::ViewNote Ticket::Frontend::AgentTicketNote###StateType possible states: only open, pending, close delete state new for me works fine, Kind Regards Emilia -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nick Bright Sent: Sunday, December 15, 2013 10:06 AM To: otrs@otrs.org Subject: [otrs] Ticket state:new even with many updates Greetings, I'm a little confused by something I've just noticed in my OTRS installation. I've a ticket 15 days old that has 9 updates, including phone-inbound, phone-outbound, customer email-external, and agent email-external. Despite all of this activity, the ticket state shows "new" under the Ticket information window. This is most certainly not a new ticket by any definition of "new", so why does OTRS think that it's a new ticket? My install is v3.3.3 (thought my database has been updated repeatedly since ~1.5 or so). Is it possible that there's an agent which isn't running? A configuration error that snuck in somewhere in the version upgrades over the years? Thanks in advance, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- --------------------------------------------------------------------- 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