[otrs] State change New to Open

[Gordon O'Brien]

Hi

I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket.

Is it possible to change the state to open if a ticket is either locked, a note added or owner changed?

 

Thank you.

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[Gerrit Tamboer]

Heya,

 

A ticket will go from new to open when a e-mail external or note-external is added, it basically means that the customer needs to be informed before its going to open (e-mail-external = customer gets e-mail, note-external = customer can see into the note when logging into customer.pl)

 

If u want all notes to be external notes u can change it in sysconfig.

Frontend::Agent::Ticket::ViewNote

 

 

Met vriendelijke groet,

 

Gerrit Tamboer

Halma Automatisering

Email: ger...@halma.nl

www: http://www.halma.nl/

 

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[Nils Leideck - ITSM]

Hi,

On 14.01.2010, at 11:38, Gordon O'Brien wrote:

Is it possible to change the state to open if a ticket is either locked, a note added or owner changed?

you might want to look at Ticket::EventModulePost###1-ForceStateChangeOnLock for having ticketstatus changed on lock action.

For note and owner change please search in the Ssyconfig for RequiredLock. This will only allow these actions when the ticket has been locked, therefor it will be locked automatically when enter one of the related Views. All depending on your permissioning of course.

Nils Leideck

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Senior Consultant

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nils.l...@otrs.com

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[Gordon O'Brien]

Thanks to all on this for the clarification and the tips.

 

 

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Nils Leideck - ITSM

Sent: 14 January 2010 12:07
To: User questions and discussions about OTRS.

[Jose Luis Spahr]

Hi Gordon,

 

Here is the answer you are looking for:

 

From my notes:

To add the option on NOTE for changing the state of ticket, go to:

Frontend::Agent::Ticket::ViewNote

Then --> Ticket::Frontend::AgentTicketNote###State: "YES" --> Update

 

After adding this, you will have the otion to change the state of a ticket under notes.

 

Thanks!

Jose Luis Spahr