You are right!. Hrmmm... Even though the new ticket shows up with a status state of 'open' it lists the works, 'New Message' next to it in 'Locked Ticket' view. Is this because right now we have to manually lock phoneview tickets to ourselves right now? (fixed, if I remember correctly, in next ver.) Cheers, Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, March 06, 2003 5:47 PM To: otrs@otrs.org Subject: Re: [otrs] Question on PhoneView and ticket Status Hi Jake, On Tue, Mar 04, 2003 at 12:42:02PM -0500, Covert, Jake wrote:

How do I change the status of a ticket from 'New' to 'Open' with sending an email to the customer.

(Such a case would arise if I opened an internal ticket via 'Phone View'. Since I created the ticket, I don't really need notification, I should be able to change to the status to Open)

Even better behavior would be to set the default ticket status of tickets created via the 'PhoneView' to 'Open' instead of 'New', since customer contact has, by necessity, already been made. ;-)

If you create a new ticket via the PhoneView, the ticket status is 'open' per default. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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