Heya,

A ticket will go from new to open when a e-mail external or note-external is added, it basically means that the customer needs to be informed before its going to open (e-mail-external = customer gets e-mail, note-external = customer can see into the note when logging into customer.pl)

If u want all notes to be external notes u can change it in sysconfig.

Met vriendelijke groet,

Gerrit Tamboer

Halma Automatisering

Email: gerrit@halma.nl

www: http://www.halma.nl/

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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gordon O'Brien
Sent: donderdag 14 januari 2010 11:38
To: User questions and discussions about OTRS.
Subject: [otrs] State change New to Open

I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket.

Is it possible to change the state to open if a ticket is either locked, a note added or owner changed?

Thank you.

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