I created my states and left defined them as open (which doesn't show up in the field if I'm following you). I see pending and close in the menu selection (in zoom). I think if I change them to a 'pending' state type I could then see them. I wanted to have a state that let's the service desk know that the ticket hasn't had any action taken on them yet. The service desk will be the first to recieve the calls then route them accordingly. I was under the impression that the flow should have the tickets remain 'open' until someone takes ownership. Is a 'pending' state better? I would appreciate some feedback on how other's work the states and such. Thanks, James "User questions and discussions about OTRS.org" <otrs@otrs.org> wrote:
Hello James,
yes you can, at least I can do it in my installation. What version do you use?
While creating a new state you have to define the type: closed, pending, open, new, merged, etc . Let's say you have new state: "wait for customer" (pending type). You will be able to set this state into the Pending section and you do no need to contact (send mail to) the customer.
Is this enough? Let me know if you need more assistance. Daniel --------- Thursday, September 22, 2005, 5:23:27 PM, you wrote:
James> Hello All,
James> Is there any other way to change the state of a ticket other than creating or James> contacting a customer? I created a couple of new states but can only see them James> when I contact someone.
James> I would like to see these fields in the zoom view.
James> Thanks,
James> James
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