Hi list, I need some clarification about the "pending reminder" behavior in OTRS 3.3 I need to understand when a ticket that is in a "pending reminder" state can exit from this state. I tried to find some hint on the online documentation at https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html but found nothing. If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me. But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state. Is this the right behavior? How can I move from pending-reminder to open state without external input? Tks for your help, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini@enav.itmailto:giovanni.mellini@enav.it www.enav.ithttp://www.enav.it ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer
Notes won't (by default and purpose) change state, but correspondence in
either direction *can* change if Next State is chosen. Or, if State is
added to Note via SysConfig, State can be modified on add note.
On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni
Hi list, I need some clarification about the "pending reminder" behavior in OTRS 3.3
I need to understand when a ticket that is in a "pending reminder" state can exit from this state. I tried to find some hint on the online documentation at https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html but found nothing.
If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me. But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state.
Is this the right behavior? How can I move from pending-reminder to open state without external input?
Tks for your help, Giovanni
-- *Giovanni Mellini* Funzione Security
*ENAV S.p.A.* Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 giovanni.mellini@enav.it www.enav.it
-------------------------------
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Hi Gerald,
tks for quick reply, it works.
I modified the value of
Ticket::Frontend::AgentTicketNote###State
to Yes and now on the note I can change the ticket state.
Ciao
Giovanni
Il 12/01/2015 15:39, Gerald Young ha scritto:
Notes won't (by default and purpose) change state, but correspondence in either direction *can* change if Next State is chosen. Or, if State is added to Note via SysConfig, State can be modified on add note.
On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni
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Mellini Giovanni