I actually found this in the sysconfig late last night. Basically my work flow is a little different in terms that this is an internal helpdesk so i dont want to send anything back to the user unless it is a question about the ticket or a resolution. What I ended up doing is setting it so that when a new ticket comes in it will be new. Then I can assess the ticket and provide a priority (during this step i set it so i can change the state to open.) If i am rejecting the new request is simple close it, and if i need more info before setting a priority i set it to pending and send back my question to the user.
Basically what I figured out last night is how massively open ended OTRS can be, it just takes a little while to figure it out and learn how powerful sysconfig is. :) Thank for the help though. Clay On Wed, Dec 22, 2010 at 1:57 AM, Shawn Beasley <[email protected]>wrote: > Hi all, > > On Dec 22, 2010, at 08:42 , Lars Jørgensen wrote: > > > Adding a note won't change the state (at least not in 2.4, I don't know > if this behaviour is changed in 3.0). OTRS believes a ticket is new until an > agent has contacted the customer in some way, either by mail or phone (both > from within OTRS). Then it is changed to the open state. > > Not quite. You are right about the reason that the out-of-the box settings > does not allow for this. However you can configure this in the the > Sysconfig. Search for note, look for Frontend::Agent::Ticket::ViewNote and > here you can set the setting that allows agents to change the status via a > note! Here a short video (http://www.youtube.com/watch?v=8D-hf4WwnCE). > > Sincerely, > > ///shawn > --------------------------------------------------------------------- > 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 > -- Clayton Doty 208.860.3043
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