So, the default state on tickets after an agent replies to a customer inquiry, seems to be "closed succesful" I'm not sure if this is the default default, or if we have inadvertently changed it, but how can we change it to default to "open" John Blumel
I _think_ it's an alphabetical list. Similar thing happens with the queue
drop down if you allow customers to assign a queue. For that, we changed
the default queue entry to (Dispatch), not sure how easy this is to do with
regards to State.
On 3/14/07 13:39, "John Blumel"
So, the default state on tickets after an agent replies to a customer inquiry, seems to be "closed succesful" I'm not sure if this is the default default, or if we have inadvertently changed it, but how can we change it to default to "open"
John Blumel
----- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. manzo@usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112
At 04:39 PM 3/14/2007, you wrote:
So, the default state on tickets after an agent replies to a customer inquiry, seems to be "closed succesful" I'm not sure if this is the default default, or if we have inadvertently changed it, but how can we change it to default to "open"
OK, thanks to Salvador for responding. I did figure this out. The, Ticket::Frontend::AgentTicketCompose###StateDefault: value, defined in, Frontend::Agent::Ticket::ViewCompose accessible through the SysConfig interface seems to control the selected state in the status menu. In our case, the StateDefault value was set to "Open". Note the uppercase "O". Changing it to "open" caused the desired default status to be selected. John Blumel
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John Blumel -
Salvador Manzo