On Tuesday, March 09, 2004 7:25 PM Wes Plate wrote:

I have a ticket that is closed, how can I open it without replying to the customer?

Set it to 'pendign something', which should work in a default installation. To enhance this functionality, you might use in Config.pm: # NoteSetState # (possible to set ticket state via AgentNote) $Self->{NoteSetState} = 1; # default note next state $Self->{DefaultNextNoteStateType} = ['new', 'open', 'closed']; Now, you're able to set a _note_ to the ticket and change it's state to some other state than just the pinding one. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388