I also tried looking for "StateDefault" as you suggested and in all the customer related options the setting was set to "Open", but again, the option to the customer is always "closed successfully" is there any way to correct this ? On Tue, Nov 18, 2008 at 8:04 PM, Lars Jørgensen wrote:

hi Sam,

...

1. How do I change the default "Next state" for the customer ticket to "Open" and not "Closed Successfully" ?

Admin -> SysConfig -> Search for "StateDefault".

You can set the Default Next State several places - composing an answer, adding a remark and so on.

...

2. How do I change the default sort order for the Customers "Company Tickets" to oldest first (oldest at the top) ?

Haven't tried this, but do a search for "sort" in Admin -> SysConfig. One of the hits is Frontend::Customer::Ticket::ViewSearch.

I don't know is the settings here apply only for search results but you'll soon find out :-)

-- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

if i select a company ticket and i scroll to the bottom of the page, there is a form there which allows the customer to reply to the ticket conversation. the ticket state in that form is always "closed successfully", which it shouldn't be, it should be "open" On Thu, Nov 20, 2008 at 4:31 AM, Lars Jørgensen wrote:

Den 19/11/2008 kl. 03.08 skrev Sam Ami:

...

I also tried looking for "StateDefault" as you suggested and in all the customer related options the setting was set to "Open", but again, the option to the customer is always "closed successfully"

is there any way to correct this ?

What exact screen are you looking at when the option is set to "closed successfully"?

-- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

yes, even stranger is that it is set to open in Ticket::Frontend::CustomerTicketZoom but the web interface still defaults to closed successfully. http://img407.imageshack.us/my.php?image=screenshot01ht0.jpg http://img407.imageshack.us/my.php?image=screenshot02jq4.jpg On Thu, Nov 20, 2008 at 8:52 PM, Lars Jørgensen wrote:

Hi Sam,

I guess you're in the customer frontend?

Take a look at Admin -> SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewZoom

Strange thing is that the default of Ticket::Frontend::CustomerTicketZoom###StateDefault is "open". Maybe somebody changed it at your place?

-- Lars

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Ami Sent: Wednesday, November 19, 2008 11:58 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] change the default "Next state"

if i select a company ticket and i scroll to the bottom of the page, there is a form there which allows the customer to reply to the ticket conversation. the ticket state in that form is always "closed successfully", which it shouldn't be, it should be "open"

On Thu, Nov 20, 2008 at 4:31 AM, Lars Jørgensen wrote:

...

Den 19/11/2008 kl. 03.08 skrev Sam Ami:

...

I also tried looking for "StateDefault" as you suggested and in all the customer related options the setting was set to "Open", but again, the option to the customer is always "closed successfully"

is there any way to correct this ?

What exact screen are you looking at when the option is set to "closed successfully"?

-- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Under the queue, set follow up options to something other than "possible" (if you set "reject", maybe you should also associate an "auto reject" autoresponse). Ciao ________________________________ Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di David Eco Inviato: giovedì 20 novembre 2008 15.23 A: otrs mailing Oggetto: Re: [otrs] change the default "Next state" All, I also have a problem in next state. When the sticker initiator replys a mail after the ticket is closed, the ticket becomes open again. Which option can rectify this issue? Thank you.

Date: Thu, 20 Nov 2008 21:42:34 +1100 From: persip@gmail.com To: otrs@otrs.org Subject: Re: [otrs] change the default "Next state"

yes, even stranger is that it is set to open in Ticket::Frontend::CustomerTicketZoom but the web interface still defaults to closed successfully. http://img407.imageshack.us/my.php?image=screenshot01ht0.jpg http://img407.imageshack.us/my.php?image=screenshot02jq4.jpg

On Thu, Nov 20, 2008 at 8:52 PM, Lars Jørgensen wrote:

...

Hi Sam,

I guess you're in the customer frontend?

Take a look at Admin -> SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewZoom

Strange thing is that the default of Ticket::Frontend::CustomerTicketZoom###StateDefault is "open". Maybe somebody changed it at your place?

-- Lars

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Ami Sent: Wednesday, November 19, 2008 11:58 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] change the default "Next state"

if i select a company ticket and i scroll to the bottom of the page, there is a form there which allows the customer to reply to the ticket conversation. the ticket state in that form is always "closed successfully", which it shouldn't be, it should be "open"

On Thu, Nov 20, 2008 at 4:31 AM, Lars Jørgensen wrote:

...

Den 19/11/2008 kl. 03.08 skrev Sam Ami:

...

I also tried looking for "StateDefault" as you suggested and in all the customer related options the setting was set to "Open", but again, the option to the customer is always "closed successfully"

is there any way to correct this ?

What exact screen are you looking at when the option is set to "closed successfully"?

-- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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