Thanks for your reply. I found out some more info from 'testing' again via the Customer-side: If a ticket is e.g. 'closed successful', when zooming back into that ticket, that is the 'default' state for that particular ticket. If a 'new' ticket is created, 'closed successful' is also the 'default' until the agent replies and the 'Next ticket state' changes from 'new' to 'open'. At that point, the 'default' then becomes 'open' in the customer interface zoom (followup) for that ticket. I can live with this functionality. *** What I now haven't been able to figure out is, 'WHY' in the customer's interface, since the ticket has been 'closed successful', why the followup form is available, allowing the customer to 'reopen' the ticket. I don't want the customer to have this ability. Do you know where I can prevent the customer from reopening a 'closed' ticket, but still giving them the ability to 'close' their own tickets? It seems I used to be able to do this, but not sure what I've inadvertently changed in the config. Thanks again and thanks in advance. ===============================================

From: Alexander Scholler Reply-To: "User questions and discussions about OTRS.org" To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] Why- Customer Next State: 'closed successful' NOT 'open'?(v.2.1.2) Date: Wed, 25 Oct 2006 07:18:26 +0200

Hi,

s taylor schrieb:

...

Hello.

With all of the original defaults still set in SysConfig -> 'Frontend::Customer::Ticket::ViewZoom',

including 'Ticket::Frontend::CustomerTicketZoom###StateDefault:' => 'open',

I still have in Customer Ticket Zoom -> 'Next state' default (highlighted) 'closed successful'.

Why wouldn't it default to 'open'? I'm running v.2.1.2.

I also run v2.1.2. On my system, it works. But our customers can't set the state, instead the ticket is always set to StateDefault after a follow-up was composed.

Remeber that your default-state "open" has to be included in Ticket::Frontend::CustomerTicketZoom###StateType

...

Thanks in advance.

Bye, Alex _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/