Hello Isamar Maia.

Hi Folks,

Is there any way for the user change the ticket status from new to Pendant without replying the customer?

this is possible by adding the following lines to your Config.pm # NoteSetState # (possible to set ticket state via AgentNote) $Self->{NoteSetState} = 1; # default note next state $Self->{DefaultNextNoteStateType} = ['open', 'closed', 'pending reminder']; Then (perhaps after a otrs restart or a restart of your webserver) you should have a combobox to change the ticket status. Unfortunately, I don´t know how to display the fields to enter a reminder time. Anyone knows that? Lars