Re: [otrs] ticket status

Giovanni wrote:

how can I do to have a state for “waiting customer response” and “waiting operator response”?

The system would be the following:

When customer send a response, the ticket automatically must be in status “waiting operator response” (how can I do it?).

I don't see why you'd need something like this. When a customer sends a response the ticket is 'Open' and when you reply you just set the next state to 'Pending reminder'. Or do you really want those exact names? Chapter 10 of the docs deals with this: http://doc.otrs.org/ 2.0/en/html/c1525.html Nils Breunese.