22 Dec
2010
22 Dec
'10
8:57 a.m.
Hi all, On Dec 22, 2010, at 08:42 , Lars Jørgensen wrote:
Adding a note won't change the state (at least not in 2.4, I don't know if this behaviour is changed in 3.0). OTRS believes a ticket is new until an agent has contacted the customer in some way, either by mail or phone (both from within OTRS). Then it is changed to the open state.
Not quite. You are right about the reason that the out-of-the box settings does not allow for this. However you can configure this in the the Sysconfig. Search for note, look for Frontend::Agent::Ticket::ViewNote and here you can set the setting that allows agents to change the status via a note! Here a short video (http://www.youtube.com/watch?v=8D-hf4WwnCE). Sincerely, ///shawn