-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Chris,
Chris Johnson schrieb: > Greetings, > > I have an odd thing happening... I have tickets coming into my queue just > fine via email, but when someone goes to respond to the ticket for the first > time, the Next Action State is set to "closed successful". Now, if I go and > change it to "open" then it stays open for all subsequent updates until I > specifically choose to set the next ticket state to closed, or click the > close button. I'd like to NOT have the first update in the ticket be > automatically sent to Next ticket state of Closed. What is the most likely > cause and solution? > sounds odd. Though a view questions before - doy you respond by phone or by email-template. => if you mean responding via phone, please check SysConfig "Ticket::Frontend::AgentTicketPhoneOutbound###State". => if you mean responding via email/answer template please check SysConfig "Ticket::Frontend::AgentTicketCompose###StateDefault". In both configurations should be state values which are valid and not prevented by an ACL. regards, T. - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAksjbyYACgkQvXo8m5PgoXSkiACfbQiNcHc7uano3wnfQwvnCzz5 GLMAoIRf7yEJLGwU7nj30uXKeoQTs3ar =F9FS -----END PGP SIGNATURE----- --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
