Hi Gerald, tks for quick reply, it works. I modified the value of Ticket::Frontend::AgentTicketNote###State to Yes and now on the note I can change the ticket state.
Ciao Giovanni Il 12/01/2015 15:39, Gerald Young ha scritto: Notes won't (by default and purpose) change state, but correspondence in either direction *can* change if Next State is chosen. Or, if State is added to Note via SysConfig, State can be modified on add note. On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni <[email protected]<mailto:[email protected]>> wrote: Hi list, I need some clarification about the "pending reminder" behavior in OTRS 3.3 I need to understand when a ticket that is in a "pending reminder" state can exit from this state. I tried to find some hint on the online documentation at https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html but found nothing. If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me. But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state. Is this the right behavior? How can I move from pending-reminder to open state without external input? Tks for your help, Giovanni -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829<tel:%2B39%20366%209254829> Uff. +39 06 8166 4203<tel:%2B39%2006%208166%204203> [email protected]<mailto:[email protected]> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer<http://www.enav.it/disclaimer> --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- Giovanni Mellini Funzione Security ENAV S.p.A. Via Salaria 716 - 00138 Roma - Italia Cell. +39 366 9254829 Uff. +39 06 8166 4203 [email protected]<mailto:[email protected]> www.enav.it<http://www.enav.it> ------------------------------- Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer
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