Ticket -> Frontend::Agent::Ticket::ViewPhoneNew > AgentTicketPhone###StateDefault - to define the default next state for new phone tickets. Ticket -> Frontend::Agent::Ticket::ViewEmailNew > AgentTicketEmail###StateDefault - to define the default next state for new email tickets. ..... Please read admin manual 3.0 on pages 114 and 115. ----- Original Message ----- From: Juan Manuel Clavero Almirón To: User questions and discussions about OTRS. Date: 2011-10-26, 22:43:15 Subject: [otrs] Default ticket states Hello, There is a hint message in AdminState.dtl that says: 'Take care that you also updated the default states in you Kernel/Config.pm!' But I don’t see any helpful information in doc.otrs.org nor any type state config in defaults.pm file. Can anyone explain me this hint and how should I follow it? Kind regards, Juan Clavero