Gardais Ionel wrote :
I've defined a few responses to be used by the agents ("Done", "works
for me", …)
Is it possible to automatically set the next state to "closed" or
"pending close" when an agent select one of these answer ?
Hi Ionel,
you can either use the GenericAgent feature to set the state
automatically at certain times or you can define which states are
possible per screen so that agents can only choose the desired state.
For this please search in Sysconfig for "StateDefault" and "StateType".
You will then get a Sysconfig page for each screen, e.g.
Frontend::Agent::Ticket::ViewCompose and can modify these two parameters.
Regards
Alexander
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