> we added a new state to our rt3.8.17 called "wcr" > (Waiting for Customer Response to a question in the ticket). > > Normally, if we reply to a customer ticket, > we change the state from "open" to "wcr" while replying (Update.html). > > Is there a possibility to change rt/Ticket/Update.html (maybe with > callbacks) > by default that the status is set to "wcr" instead of "open" ? > > I put a module on users' page that has displays the results of this search - it has a similar effect and may suit your needs ... or not:
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