Hello, In the default configuration, any outbound action contacting the customer will open the ticket.
On Thu, Apr 2, 2020 at 5:54 PM Nick Bright <[email protected]> wrote: > What conditions will transition a ticket from New to Open? Is it only an > outbound phone call or outbound email? I know that a note doesn't, and an > inbound email doesn't; but I thought an inbound phone call would transition > the ticket state from New to Open if recorded by an agent. > > If there's a relevant page in the documentation about this, a link would > be helpful. > > Thanks, > -- > --------------- > Nick Bright - VICE PRESIDENT OF TECHNOLOGY > > P: 888.332.1616 W: valnet.net F: Facebook > <https://www.facebook.com/ValnetISP/> > This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to whom they are addressed. > If you have received this email in error please notify the system manager. > 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. If you are not the intended recipient > you are notified that disclosing, copying, distributing or taking any > action in reliance on the contents of this information is strictly > prohibited. > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
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