On 17 April 2013 16:57, Yousef Hamad <YHamad@aspire-infotech.net> wrote:

If the default option(-) still without changing the next state  will take this option on the ticket information , because is not mandatory.

But they can't mark the ticket as closed without setting the next state value to either closed successful or closed unsuccessful. So the ticket will remain open until this is set. 

Ok, can I make a report for survey using MS-Office excel  or anything already exist.

I don't think there is a way to export the data out of OTRS directly, so you will need to query the database to get this information. You will have to look at the survey tables and work out the correct query to get the data you need and then you will be able to use Excel to query that data and convert it to charts etc. Someone on the list might have already done this but I would doubt it, so you are on your own to figure it out for yourself.

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