Re: [otrs] Change Default Ticket State - How?

22 Jun 2004


      On Friday, June 18, 2004 8:53 PM
L. Mark Stone  wrote:
...
When we are at a customer's site, we will log in as an agent to
create a ticket for the day's work before we leave.
We do this by using the Compose Email feature.
This window displays the default next ticket state as closed
successfully. That isn't appropriate for our workflow patterns; we
would like the next ticket state to be open.
Where is the correct place to change this?
In Kernel/Config/Defaults.pm:

# grep NextState /opt/otrs/Kernel/Config/Defaults.pm
    $Self->{DefaultPendingNextStateType} = ['pending reminder', 'pending
auto'];
    $Self->{DefaultCloseNextStateType} = ['closed'];
    $Self->{PhoneDefaultNextStateType} = ['open', 'pending auto',
'pending reminder', 'closed'];
    $Self->{PhoneDefaultNextState} = 'closed successful';
    $Self->{PhoneDefaultNewNextState} = 'open';
    $Self->{EmailDefaultNextStateType} = ['open', 'pending auto',
'pending reminder', 'closed'];
    $Self->{EmailDefaultNewNextState} = 'open';

hth,

Robert Kehl

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