Re: [otrs] How to "un-close" a ticket?

9 Mar 2004

      On Tuesday, March 09, 2004 7:25 PM
Wes Plate  wrote:
...
I have a ticket that is closed, how can I open it without replying to
the customer?
Set it to 'pendign something', which should work in a default
installation.

To enhance this functionality, you might use in Config.pm:

    # NoteSetState
    # (possible to set ticket state via AgentNote)
    $Self->{NoteSetState} = 1;
    # default note next state
    $Self->{DefaultNextNoteStateType} = ['new', 'open', 'closed'];

Now, you're able to set a _note_ to the ticket and change it's state to
some other state than just the pinding one.

hth,

Robert Kehl

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
         http://www.otrs.de/ :: Tel. +49 (0)6172 4832388