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Hi Chris,

Chris Johnson schrieb:

> Greetings,
>
> I have an odd thing happening... I have tickets coming into my queue just fine via email, but when someone goes to respond to the ticket for the first time, the Next Action State is set to "closed successful".  Now, if I go and change it to "open" then it stays open for all subsequent updates until I specifically choose to set the next ticket state to closed, or click the close button.  I'd like to NOT have the first update in the ticket be automatically sent to Next ticket state of Closed.  What is the most likely cause and solution?
>

sounds odd. Though a view questions before - doy you respond by phone or
by email-template.

=> if you mean responding via phone, please check SysConfig
"Ticket::Frontend::AgentTicketPhoneOutbound###State".

=> if you mean responding via email/answer template please check
SysConfig "Ticket::Frontend::AgentTicketCompose###StateDefault".

In both configurations should be state values which are valid and not
prevented by an ACL.

regards, T.

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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