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 <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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