In config set: $Self->{'Ticket::Frontend::NoteSetState'} = 1; and specify to which states it can be set: $Self->{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed', 'removed']; When you add a note (internal) you can update the state. It make sense that a state can only be changed manually by adding a note which "explains" why the state is changed that way. HTH, Richard Guillaume Rehm wrote:

Hi all,

How can I change the ticket state from new to open without send an external email ?

Thanks in advance for this little question.