Hello, more than 3 years later - I am interested in the ticketing state machine. I am preparing the presentation for the management and need to explain the possible tickets states and transitions between them. I am pretty sure somebody did it already (I am an optimist), can I ask you to share what you've done with the mailing list? Thanks in advance, -- Leon On Thursday, May 13, 2004 12:44 PM Patrick Hofmann wrote:

We work since almost two months with OTRS, currently in the internal pilot phase.

One of the bigger issues is the (missing) 'state machine' for tickets.

You're describing a mechanism we call 'Workflow'. We're in the process thinking about developing such a functionality, but don't expect a solution soon. Contact sales at otrs.de for more information on this issue. Regards, Robert Kehl