Change Default Ticket State - How?
When we are at a customer's site, we will log in as an agent to create a ticket for the day's work before we leave. We do this by using the Compose Email feature. This window displays the default next ticket state as closed successfully. That isn't appropriate for our workflow patterns; we would like the next ticket state to be open. Where is the correct place to change this? Thanks! Mark -- _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.RNoME.com
On Friday, June 18, 2004 8:53 PM
L. Mark Stone
When we are at a customer's site, we will log in as an agent to create a ticket for the day's work before we leave. We do this by using the Compose Email feature. This window displays the default next ticket state as closed successfully. That isn't appropriate for our workflow patterns; we would like the next ticket state to be open.
Where is the correct place to change this?
In Kernel/Config/Defaults.pm: # grep NextState /opt/otrs/Kernel/Config/Defaults.pm $Self->{DefaultPendingNextStateType} = ['pending reminder', 'pending auto']; $Self->{DefaultCloseNextStateType} = ['closed']; $Self->{PhoneDefaultNextStateType} = ['open', 'pending auto', 'pending reminder', 'closed']; $Self->{PhoneDefaultNextState} = 'closed successful'; $Self->{PhoneDefaultNewNextState} = 'open'; $Self->{EmailDefaultNextStateType} = ['open', 'pending auto', 'pending reminder', 'closed']; $Self->{EmailDefaultNewNextState} = 'open'; hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (2)
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L. Mark Stone -
Robert Kehl