The way I tend to do it is to make sure Ticket::Frontend::AgentTicketNote###State: YES and then add a note to the ticket indicating why I'm changing the status, and then change the status from the same screen. James. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, 9 February 2010 6:44 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to change Status of call without replying to it Well, what you can do in theory is to add the status to the 'Free Fields' mask, via Admin > SysConfig > Frontend::Agent::Ticket::ViewFreeText. but I would really recommend against this because then you don't record the reasoning behind status changes in OTRS. The least that you should record, I feel, is some sort of communication to the customer, if you want to change the status. -- Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Mon, Feb 8, 2010 at 1:03 PM, Marretta, Rosanna wrote:

Hi, is there any way I can change the status of a call without actually having to reply to it?

Thanks,

Rosanna

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