On 9/27/07, Edward Kovarski <edward.kovarski@groupkae.com> wrote:

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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