I have several ticket STATES, which for type OPEN are: * Open successful
* Open * Open by X * Open by Y How can I configure the Next Ticket State field on "Agent Ticket Phone" to show ONLY one of those states and not the whole OPEN category. From Sysconfig, I can only configure the Next Ticket State to show or hide a whole category: Ex: hide ALL states configured as type OPEN or show ALL states configured as type CLOSED, etc. I need to show only the state OPEN SUCCESFUL, but not the rest of the states configured as type OPEN. I will appreciate your help .
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