Christian, Thanks for all your help. I appreciate the effort you put into this list. I hadn't seen the option in the Defaults.pm, but I see it now. Here is my section: # default compose follow up next state $Self->{CustomerPanelDefaultNextComposeType} = 'open'; $Self->{CustomerPanelNextComposeState} = 1; # next possible states for compose message $Self->{CustomerPanelDefaultNextComposeStateType} = ['open', 'closed']; I haven't overridden any of these in my Config.pm. I just tried changing the last option to ['open']; and that made the "Next state: dropdown only list Open, which is what I was after. But now I don't understand what the ['open', 'closed']; actually means: I had assumed that it meant if the ticket is open, the next default should be closed, but if it is something like new the next default state would be 'open' . But what I am seeing is that even when the state is new, the next default is closed... (I hope that made sense...) On 6/30/05, Christian Schoepplein wrote:

Hi Kevin,

On Wed, Jun 29, 2005 at 12:41:48PM -0700, Kevin Kasner wrote:

...

When a customer logs in to the UI and zooms into an existing ticket, they have the option of attaching a webrequest to the ticket.

Unfortunately, the next state of the ticket defaults to Closed-Resolved. This has caused a couple of customers to accidentally close their tickets then wonder why we never got back to them...

I looked in the Config.pm and Defaults.pm files but could not find a next ticket state for webrequests that can be used to change the default...

I think you are looking for

$Self->{CustomerPanelDefaultNextComposeType} = 'open';

This is the default. Have you manualy changed the states?

...

Kevin

Best regards, Christian

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