Hi Ralf, Sounds very odd. My first guess is the the Kernel/Config/Files/ZZZAuto.pm did not upgrade correctly from 2.4 to 3.0. You could try and rename the file to something else, that will make OTRS use out-of-the-box default. Then try and see if OTRS behaves as intended. Another option is that somebody tampered with the possible ticket states (Admin -> State), thus confusing OTRS. Lars -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ralf Hildebrandt Sent: Tuesday, December 21, 2010 10:38 PM To: otrs@otrs.org Subject: Re: [otrs] OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all" * Ralf Hildebrandt :

My users have been reporting problems with 3.0.4 and the "next ticket state" - with 2.4.9 we used to have a default of "closed successfully", but now we're getting different defaults, sometimes the default is "open" (WTF?) and in some cases it's "closed unsuccessfully" -- which is no real option here.

Where can I set a global default? Or does the behaviour depend on the queue? The agent?

This is very odd! Ticket::Frontend::AgentTicketBounce###StateDefault is set to the default: "closed successful" Yet, bouncing a ticket results in: "erfolglos geschlossen" (closed unsuccessfully) Why is that? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt@charite.de | http://www.charite.de --------------------------------------------------------------------- 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

Hi Ralf, Thanks for noticing this and filing a bug report. It's fixed now: see http://bugs.otrs.org/show_bug.cgi?id=6596 for instructions on how to patch your current system. -- Mike On Wed, Dec 22, 2010 at 8:54 AM, Ralf Hildebrandt wrote:

* Lars Jørgensen :

...

Hi Ralf,

Sounds very odd. My first guess is the the Kernel/Config/Files/ZZZAuto.pm did not upgrade correctly from 2.4 to 3.0. You could try and rename the file to something else, that will make OTRS use out-of-the-box default. Then try and see if OTRS behaves as intended.

I can check that

...

Another option is that somebody tampered with the possible ticket states (Admin -> State), thus confusing OTRS.

No, that would be me and I didn't do a thang :)

-- Ralf Hildebrandt  Geschäftsbereich IT | Abteilung Netzwerk  Charité - Universitätsmedizin Berlin  Campus Benjamin Franklin  Hindenburgdamm 30 | D-12203 Berlin  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962  ralf.hildebrandt@charite.de | http://www.charite.de

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