Gardais Ionel wrote :

I've defined a few responses to be used by the agents ("Done", "works for me", …)

Is it possible to automatically set the next state to "closed" or "pending close" when an agent select one of these answer ?

Hi Ionel, you can either use the GenericAgent feature to set the state automatically at certain times or you can define which states are possible per screen so that agents can only choose the desired state. For this please search in Sysconfig for "StateDefault" and "StateType". You will then get a Sysconfig page for each screen, e.g. Frontend::Agent::Ticket::ViewCompose and can modify these two parameters. Regards Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123