Changing states of tickets (custom states)
Hello All, Is there any other way to change the state of a ticket other than creating or contacting a customer? I created a couple of new states but can only see them when I contact someone. I would like to see these fields in the zoom view. Thanks, James
Hello James, what kind of version are you using? If you are using Version 2.0.x, you can go to the Admin tab SysConfig::Group Ticket-> Frontend::Agent::Ticket::ViewNote->icket::Frontend::NoteSetState: and change it to yes. So now you can change the state of a Ticket by adding a note. Hth Markus Nagel James Marcinek schrieb:
Hello All,
Is there any other way to change the state of a ticket other than creating or contacting a customer? I created a couple of new states but can only see them when I contact someone.
I would like to see these fields in the zoom view.
Thanks,
James
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Hello James, yes you can, at least I can do it in my installation. What version do you use? While creating a new state you have to define the type: closed, pending, open, new, merged, etc . Let's say you have new state: "wait for customer" (pending type). You will be able to set this state into the Pending section and you do no need to contact (send mail to) the customer. Is this enough? Let me know if you need more assistance. Daniel --------- Thursday, September 22, 2005, 5:23:27 PM, you wrote: James> Hello All, James> Is there any other way to change the state of a ticket other than creating or James> contacting a customer? I created a couple of new states but can only see them James> when I contact someone. James> I would like to see these fields in the zoom view. James> Thanks, James> James James> _______________________________________________ James> OTRS mailing list: otrs - Webpage: http://otrs.org/ James> Archive: http://lists.otrs.org/pipermail/otrs James> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs James> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/
participants (3)
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Daniel Balan -
EDV Tekomedia -
James Marcinek