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 Almir¨®n
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