Giovanni wrote:
how can I do to have a state for “waiting customer response” and
“waiting operator response”?
The system would be the following:
When customer send a response, the ticket automatically must be in
status “waiting operator response” (how can I do it?).
I don't see why you'd need something like this. When a customer sends
a response the ticket is 'Open' and when you reply you just set the
next state to 'Pending reminder'. Or do you really want those exact
names? Chapter 10 of the docs deals with this: http://doc.otrs.org/
2.0/en/html/c1525.html
Nils Breunese._______________________________________________
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