Thanks Alexander and MV! On Mon, Apr 26, 2010 at 10:54 PM, Marco Vannini <[email protected]>wrote:
> inserting an internal note you can change the next status of the ticket, > doing this you can explain either why ... ;) > > For the second question I think that depends on your org. In my case, > agents knows that they have to solecitate something to someone...In other > case, otherwise we put them in auto close (+/-) > > > HTH > > MV > > On Mon, Apr 26, 2010 at 4:49 PM, Edmond Chan <[email protected]> wrote: > >> Hi all, >> >> Can agent change the status of a pending ticket to "open"? >> >> I can NOT find any action in agent ticket zoom in page to change the >> status of a pending ticket (status: pending reminder, pending close+ or >> pending close-) to "open". >> >> Per the original OTRS ticket status design, which action is agent supposed >> to take when pending time of a pending reminder ticket has been reached? >> What is the expected next status of a pending reminder ticket? >> >> Thank you! >> >> -- >> Best regards, >> >> Edmond Chan >> >> --------------------------------------------------------------------- >> 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/ >> > > > --------------------------------------------------------------------- > 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/ > -- Best regards, Edmond Chan
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