Under the queue, set follow up options to something other than
"possible" (if you set "reject", maybe you should also associate an "auto
reject" autoresponse).
Ciao
All, I also have a problem in next state. When the sticker initiator
replys a mail after the ticket is closed, the ticket becomes open again. Which
option can rectify this issue? Thank you.
> Date: Thu, 20 Nov 2008
21:42:34 +1100
> From: persip@gmail.com
> To: otrs@otrs.org
>
Subject: Re: [otrs] change the default "Next state"
>
> yes, even
stranger is that it is set to open in
>
Ticket::Frontend::CustomerTicketZoom but the web interface still
>
defaults to closed successfully.
>
http://img407.imageshack.us/my.php?image=screenshot01ht0.jpg
>
http://img407.imageshack.us/my.php?image=screenshot02jq4.jpg
>
>
>
> On Thu, Nov 20, 2008 at 8:52 PM, Lars Jørgensen
<ITLJ@gyldendal.dk> wrote:
> > Hi Sam,
> >
> >
I guess you're in the customer frontend?
> >
> > Take a look
at Admin -> SysConfig -> Ticket ->
Frontend::Customer::Ticket::ViewZoom
> >
> > Strange thing is
that the default of Ticket::Frontend::CustomerTicketZoom###StateDefault is
"open". Maybe somebody changed it at your place?
> >
>
>
> > --
> > Lars
> >
> >>
-----Original Message-----
> >> From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On
> >> Behalf Of Sam Ami
>
>> Sent: Wednesday, November 19, 2008 11:58 PM
> >> To: User
questions and discussions about OTRS.
> >> Subject: Re: [otrs]
change the default "Next state"
> >>
> >> if i select a
company ticket and i scroll to the bottom of the page,
> >> there is
a form there which allows the customer to reply to the ticket
> >>
conversation.
> >> the ticket state in that form is always "closed
successfully", which
> >> it shouldn't be, it should be
"open"
> >>
> >>
> >>
> >> On
Thu, Nov 20, 2008 at 4:31 AM, Lars Jørgensen
> >>
<itlj@gyldendal.dk> wrote:
> >> > Den 19/11/2008 kl. 03.08
skrev Sam Ami:
> >> >
> >> >> I also tried
looking for "StateDefault" as you suggested and in all
> >> >>
the customer related options the setting was set to
> >> "Open", but
again,
> >> >> the option to the customer is always "closed
successfully"
> >> >>
> >> >> is there any
way to correct this ?
> >> >
> >> > What exact
screen are you looking at when the option is set
> >> to
"closed
> >> > successfully"?
> >> >
>
>> >
> >> > --
> >> > Lars
>
>> > _______________________________________________
> >>
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> >> >
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> >>
>
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>
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> >>
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