What conditions will transition a ticket from New to Open? Is it only an outbound phone call or outbound email? I know that a note doesn't, and an inbound email doesn't; but I thought an inbound phone call would transition the ticket state from New to Open if recorded by an agent.
If there's a relevant page in the documentation about this, a link would be helpful.
Thanks,
![]() |
|
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs