Next ticket state -> closed successful -- on first response on ticket.
Greetings, I have an odd thing happening... I have tickets coming into my queue just fine via email, but when someone goes to respond to the ticket for the first time, the Next Action State is set to "closed successful". Now, if I go and change it to "open" then it stays open for all subsequent updates until I specifically choose to set the next ticket state to closed, or click the close button. I'd like to NOT have the first update in the ticket be automatically sent to Next ticket state of Closed. What is the most likely cause and solution? Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson@technogymusa.com | www.technogymusa.comhttp://www.technogymusa.com/ [cid:imageaef9ae.jpg@4a5181ee.edcc48f3] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.comhttp://www.technogymusa.com/ Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Chris, Chris Johnson schrieb:
Greetings,
I have an odd thing happening... I have tickets coming into my queue just fine via email, but when someone goes to respond to the ticket for the first time, the Next Action State is set to "closed successful". Now, if I go and change it to "open" then it stays open for all subsequent updates until I specifically choose to set the next ticket state to closed, or click the close button. I'd like to NOT have the first update in the ticket be automatically sent to Next ticket state of Closed. What is the most likely cause and solution?
sounds odd. Though a view questions before - doy you respond by phone or by email-template. => if you mean responding via phone, please check SysConfig "Ticket::Frontend::AgentTicketPhoneOutbound###State". => if you mean responding via email/answer template please check SysConfig "Ticket::Frontend::AgentTicketCompose###StateDefault". In both configurations should be state values which are valid and not prevented by an ACL. regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjbyYACgkQvXo8m5PgoXSkiACfbQiNcHc7uano3wnfQwvnCzz5 GLMAoIRf7yEJLGwU7nj30uXKeoQTs3ar =F9FS -----END PGP SIGNATURE-----
Hi Chris,
I'm afraid it's not that odd at all, it's a know error in 2.4.5 (luckily
with a known solution too...)
see http://bugs.otrs.org/show_bug.cgi?id=4433
Just replace Kernel/Modules/AgentTicketCompose.pm with the new revision:
1.81.2.3
http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?...
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
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On Sat, Dec 12, 2009 at 11:23 AM, Torsten Thau
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1
Hi Chris,
Chris Johnson schrieb:
Greetings,
I have an odd thing happening... I have tickets coming into my queue just fine via email, but when someone goes to respond to the ticket for the first time, the Next Action State is set to "closed successful". Now, if I go and change it to "open" then it stays open for all subsequent updates until I specifically choose to set the next ticket state to closed, or click the close button. I'd like to NOT have the first update in the ticket be automatically sent to Next ticket state of Closed. What is the most likely cause and solution?
sounds odd. Though a view questions before - doy you respond by phone or by email-template.
=> if you mean responding via phone, please check SysConfig "Ticket::Frontend::AgentTicketPhoneOutbound###State".
=> if you mean responding via email/answer template please check SysConfig "Ticket::Frontend::AgentTicketCompose###StateDefault".
In both configurations should be state values which are valid and not prevented by an ACL.
regards, T.
- -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux)
iEYEARECAAYFAksjbyYACgkQvXo8m5PgoXSkiACfbQiNcHc7uano3wnfQwvnCzz5 GLMAoIRf7yEJLGwU7nj30uXKeoQTs3ar =F9FS -----END PGP SIGNATURE----- --------------------------------------------------------------------- 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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participants (3)
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Chris Johnson -
Michiel Beijen -
Torsten Thau