Heya, A ticket will go from new to open when a e-mail external or note-external is added, it basically means that the customer needs to be informed before its going to open (e-mail-external = customer gets e-mail, note-external = customer can see into the note when logging into customer.pl) If u want all notes to be external notes u can change it in sysconfig. Frontend::Agent::Ticket::ViewNote Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: gerrit@halma.nl www: http://www.halma.nl/ This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gordon O'Brien Sent: donderdag 14 januari 2010 11:38 To: User questions and discussions about OTRS. Subject: [otrs] State change New to Open Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you. Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL This email message has been scanned and delivered safely by Mimecast.