Ok i know this is a stupid question but I for some reason can not get a ticket to change from the new state? Ticket are generated by a PostMaster Mail Account. Any help please. Clay
No, it's not stupid. A ticket won't change from "New" (by default) forever.
... unless ... the ticket has been replied to or some other action (adding a
note? or closing it) that would update the ticket besides "only" being
locked. The idea being that a ticket that's sitting as "New" is one that
isn't being worked on, yet.
Another way to change the ticket state from New is by Generic Agent.
On Tue, Dec 21, 2010 at 6:35 PM, Clayton Doty
Ok i know this is a stupid question but I for some reason can not get a ticket to change from the new state?
Ticket are generated by a PostMaster Mail Account.
Any help please.
Clay
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Hi Gerald,
Adding a note won't change the state (at least not in 2.4, I don't know if this behaviour is changed in 3.0). OTRS believes a ticket is new until an agent has contacted the customer in some way, either by mail or phone (both from within OTRS). Then it is changed to the open state.
As you mentioned, a Generic Agent can change the state from New to something else, but a simpler way of handling that is just changing the StateDefault for new tickets to "open", if you never want to see the "new" state. Personally I advise against that, because "new" is a great way of finding tickets that needs to be responded to.
Lars
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: Wednesday, December 22, 2010 5:30 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Can't get ticket to change state
No, it's not stupid. A ticket won't change from "New" (by default) forever. ... unless ... the ticket has been replied to or some other action (adding a note? or closing it) that would update the ticket besides "only" being locked. The idea being that a ticket that's sitting as "New" is one that isn't being worked on, yet.
Another way to change the ticket state from New is by Generic Agent.
On Tue, Dec 21, 2010 at 6:35 PM, Clayton Doty
Hi all, On Dec 22, 2010, at 08:42 , Lars Jørgensen wrote:
Adding a note won't change the state (at least not in 2.4, I don't know if this behaviour is changed in 3.0). OTRS believes a ticket is new until an agent has contacted the customer in some way, either by mail or phone (both from within OTRS). Then it is changed to the open state.
Not quite. You are right about the reason that the out-of-the box settings does not allow for this. However you can configure this in the the Sysconfig. Search for note, look for Frontend::Agent::Ticket::ViewNote and here you can set the setting that allows agents to change the status via a note! Here a short video (http://www.youtube.com/watch?v=8D-hf4WwnCE). Sincerely, ///shawn
I actually found this in the sysconfig late last night. Basically my work
flow is a little different in terms that this is an internal helpdesk so i
dont want to send anything back to the user unless it is a question about
the ticket or a resolution. What I ended up doing is setting it so that
when a new ticket comes in it will be new. Then I can assess the ticket and
provide a priority (during this step i set it so i can change the state to
open.) If i am rejecting the new request is simple close it, and if i need
more info before setting a priority i set it to pending and send back my
question to the user.
Basically what I figured out last night is how massively open ended OTRS can
be, it just takes a little while to figure it out and learn how powerful
sysconfig is. :)
Thank for the help though.
Clay
On Wed, Dec 22, 2010 at 1:57 AM, Shawn Beasley
Hi all,
On Dec 22, 2010, at 08:42 , Lars Jørgensen wrote:
Adding a note won't change the state (at least not in 2.4, I don't know if this behaviour is changed in 3.0). OTRS believes a ticket is new until an agent has contacted the customer in some way, either by mail or phone (both from within OTRS). Then it is changed to the open state.
Not quite. You are right about the reason that the out-of-the box settings does not allow for this. However you can configure this in the the Sysconfig. Search for note, look for Frontend::Agent::Ticket::ViewNote and here you can set the setting that allows agents to change the status via a note! Here a short video (http://www.youtube.com/watch?v=8D-hf4WwnCE).
Sincerely,
///shawn --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-- Clayton Doty 208.860.3043
participants (4)
-
Clayton Doty -
Gerald Young -
Lars Jørgensen -
Shawn Beasley