Hi Alexander, thanks for your prompt reply. I just verified: Neither ViewableStateType nor the StateType for "merged" itself is set wrongly. So though this points in a new direction for me, it does not solve the problem :-( Gruß Jan Dreyer
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Halle Gesendet: Montag, 21. Juni 2010 10:21 An: User questions and discussions about OTRS. Betreff: Re: [otrs] merged tickets still shown in AgentTicketQueue-view
Jan.Dreyer@bertelsmann.de wrote :
in a (heavily customized) installation we have the problem that merged tickets stay in AgentTicketQueue-view (with the "merged"-notice inside only). Do we need a special state for merged tickets to not show these? Or can I tweak this behaviour in preferences?
OTRS 2.3.4
Hi Jan,
I was able to reproduce this under OTRS 2.4.x by adding the value "merged" to SysConfig parameter ViewableStateType. Please check your config accordingly, I hope this helps.
Regards
Alexander
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