Hi Gordon, Here is the answer you are looking for:
>From my notes: To add the option on NOTE for changing the state of ticket, go to: Frontend::Agent::Ticket::ViewNote Then --> Ticket::Frontend::AgentTicketNote###State: "YES" --> Update After adding this, you will have the otion to change the state of a ticket under notes. Thanks! Jose Luis Spahr From: [email protected] [mailto:[email protected]] On Behalf Of Gordon O'Brien Sent: Thursday, January 14, 2010 4:49 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] State change New to Open Thanks to all on this for the clarification and the tips. From: [email protected] [mailto:[email protected]] On Behalf Of Nils Leideck - ITSM Sent: 14 January 2010 12:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] State change New to Open Hi, On 14.01.2010, at 11:38, Gordon O'Brien wrote: Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? you might want to look at Ticket::EventModulePost###1-ForceStateChangeOnLock for having ticketstatus changed on lock action. For note and owner change please search in the Ssyconfig for RequiredLock. This will only allow these actions when the ticket has been locked, therefor it will be locked automatically when enter one of the related Views. All depending on your permissioning of course. Nils Leideck -- Nils Leideck Senior Consultant [email protected]<mailto:[email protected]> [email protected]<mailto:[email protected]> http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover<http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235>, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! [cid:[email protected]]<http://www.mediasquare.co.uk> Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL ________________________________ This email message has been scanned and delivered safely by Mimecast<http://www.mimecast.co.uk>. ________________________________
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