Yousef Hamad schrieb:
But this is not a suitable answer, because in the note filed the next
state also is not mandatory and blank.
I'm surprised, though as I use an older OTRS I cannot check whether this has
been changed. In my version of OTRS the next state is part of the note form, and
the default is not blank but -, which means same state as before. But if I
remember correctly you can configure which states are acceptable there. In my
version of OTRS, if I remember correctly, that's done with the fields
# allow to set state in notes:
$Self->{NoteSetState}=1;
# which state types:
$Self->{DefaultNextNoteStateType} = ['new', 'open', 'closed'];
Perhaps that helps you find the corresponding settings for your version of OTRS.
Susan
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