Re: [otrs] "Next Ticket state" problem

7 Jan 2014

      I don't know what made me think of it, but the problem was one of case 
sensitivity.

"Open" is not "open".

the SysConfig parameters specify "open", but someone had changed the 
State to "Open" at some point in the past.

After changing the case to "open", when creating a new ticket, it 
defaults to the correct 'open' state.

On 1/6/2014 10:56 PM, Nick Bright wrote:
...
I'm not sure I would call it a "bad entry", but the one that gets 
chosen by default (I think because it is simply alphabetically first) 
is a "closed" state type.
On 1/6/2014 10:54 PM, Gerald Young wrote:
...
What is the state type of the bad entry?
On Mon, Jan 6, 2014 at 11:39 PM, Nick Bright mailto:nick.bright@valnet.net> wrote:
Greetings,
In our OTRS installation some years ago, we configured several
    custom "close" states.
Since then we have been putting up with (unable to solve) a
    problem where ALL new tickets want to start with a "Next Ticket
    State" of the first in the list of these custom close states.
As you can imagine, this creates a problem where new tickets are
    created as closed if the agent isn't vigilant!
I have verified configurations more times than I can count. There
    is absolutely NOT A SINGLE piece of configuration that should be
    responsible for this, and yet it is happening.
So my question for the list is -
What weird, off the wall, shouldn't-happen-but-it-does ways of
    impacting the default Next Ticket State of *ALL *(/both phone and
    email/) new tickets created/through the agent UI/ be set to a
    value other than that specified in the SysConfig parameters?
Permissions?
    Missing settings somewhere else?
    Something making type "open" not function properly?
    Cats with lasers?
ZZZAuto.pm:
    $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'}
    =  'open';
    $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'}
    =  'open';
    $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'}
    =  'open';
    $Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'}
    =  'open';
    $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'}
    =  'open';
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-  Valnet -=- We Connect You -=-              -
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-----------------------------------------------
-  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 -
-----------------------------------------------