Greetings,
I have an odd thing happening… I have tickets coming
into my queue just fine via email, but when someone goes to respond to the
ticket for the first time, the Next Action State is set to “closed successful”.
Now, if I go and change it to “open” then it stays open for all
subsequent updates until I specifically choose to set the next ticket state to
closed, or click the close button. I’d like to NOT have the first
update in the ticket be automatically sent to Next ticket state of
Closed. What is the most likely cause and solution?
Chris Johnson
IT Manager
Technogym USA
830 4th Ave South, Suite 300 | Seattle, WA 98134
Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332
Mobile: (206) 245-6648 | Fax: (206) 623-1898
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