Christian,
Thanks for all your help. I appreciate the effort you put into this list.
I hadn't seen the option in the Defaults.pm, but I see it now. Here
is my section:
# default compose follow up next state
$Self->{CustomerPanelDefaultNextComposeType} = 'open';
$Self->{CustomerPanelNextComposeState} = 1;
# next possible states for compose message
$Self->{CustomerPanelDefaultNextComposeStateType} = ['open', 'closed'];
I haven't overridden any of these in my Config.pm.
I just tried changing the last option to ['open']; and that made the
"Next state: dropdown only list Open, which is what I was after.
But now I don't understand what the ['open', 'closed']; actually
means: I had assumed that it meant if the ticket is open, the next
default should be closed, but if it is something like new the next
default state would be 'open' . But what I am seeing is that even
when the state is new, the next default is closed...
(I hope that made sense...)
On 6/30/05, Christian Schoepplein <[EMAIL PROTECTED]> wrote:
> Hi Kevin,
>
> On Wed, Jun 29, 2005 at 12:41:48PM -0700, Kevin Kasner wrote:
> >When a customer logs in to the UI and zooms into an existing ticket,
> >they have the option of attaching a webrequest to the ticket.
> >
> >Unfortunately, the next state of the ticket defaults to
> >Closed-Resolved. This has caused a couple of customers to
> >accidentally close their tickets then wonder why we never got back to
> >them...
> >
> >I looked in the Config.pm and Defaults.pm files but could not find a
> >next ticket state for webrequests that can be used to change the
> >default...
>
> I think you are looking for
>
> $Self->{CustomerPanelDefaultNextComposeType} = 'open';
>
> This is the default. Have you manualy changed the states?
>
> >Kevin
>
> Best regards,
> Christian
>
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