Heya, A ticket will go from new to open when a e-mail external or note-external is added, it basically means that the customer needs to be informed before its going to open (e-mail-external = customer gets e-mail, note-external = customer can see into the note when logging into customer.pl) If u want all notes to be external notes u can change it in sysconfig. Frontend::Agent::Ticket::ViewNote Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: [email protected] www: http://www.halma.nl/ This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. From: [email protected] [mailto:[email protected]] On Behalf Of Gordon O'Brien Sent: donderdag 14 januari 2010 11:38 To: User questions and discussions about OTRS. Subject: [otrs] State change New to Open Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you.
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