If you want to change the stat of a ticket you can do that in Ticket ->
Frontend::Agent::Ticket::ViewNote
and down the list somewhere you will find
Ticket::Frontend::AgentTicketNote###State
which is NO at default, change that to yes. That worked for me.
On 9/27/07, Edward Kovarski
You should be able to select a new state by selecting Compose Answer or Contact Customer (Phone Call).
Ed
On 27-Sep-07, at 9:25 AM, Nils Breunese (Lemonbit) wrote:
Jesús M. Navarro wrote:
El Jueves, 27 de Septiembre de 2007 14:24, Nils Breunese (Lemonbit) escribió:
Jesús M. Navarro wrote:
I can't find any option within the user web interface (the one for the support personnel) to reopen and already closed ticket if need arise. What am I overlooking?
You can attach a note to the closed ticket and set the next state to open.
Then it must be some detail within our configuration. When I select the "add a note" option I can add text and subject, but the only option I can select within is for the note to be external or internal; I cannot select next state there.
Any hint what the missed config option might be?
You're right, you cannot select the next state there. I believe you can configure whether a ticket reopens though. Sorry, I don't know which setting might affect this. Have you tried just adding a note and seeing if the ticket reopens?
Nils Breunese.
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