Hello,
it's my first post on this forum and first in English, that I'm sorry for my bad language.
I've problem with change stats of ticket, I set owner and queue but ticket still is 'new', I expect that it must change stats to 'open'.
I'm correct?
I don't fing any similiar problem in any another post.
My OTRS version - 2.4.7 on MySQL
My tickets still are 'new'
Moderator: crythias
Re: My tickets still are 'new'
In SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewOwner, check the parameter: Ticket::Frontend::AgentTicketOwner###State:
It should be enabled and set to YES. (as far as I remember this is disabled by default)
The next two fields within the same config area define:
Ticket::Frontend::AgentTicketOwner###StateType: - Possible next states of a ticket
Ticket::Frontend::AgentTicketOwner###StateDefault: - Default next state of a ticket - set this to "open".
Check these two also.
Regards
Peter
p.s. there is nothing wrong with your English...
It should be enabled and set to YES. (as far as I remember this is disabled by default)
The next two fields within the same config area define:
Ticket::Frontend::AgentTicketOwner###StateType: - Possible next states of a ticket
Ticket::Frontend::AgentTicketOwner###StateDefault: - Default next state of a ticket - set this to "open".
Check these two also.
Regards
Peter
p.s. there is nothing wrong with your English...
OTRS 2.4.7 with ITSM 2.0.3. running on Linux Fedora 12
Re: My tickets still are 'new'
Thank for Your answer .
> Ticket::Frontend::AgentTicketOwner###State
I set YES, but i think for it only is possibly set state if agent creale a ticket, I'm test ticket created by customer
> Ticket::Frontend::AgentTicketOwner###StateType: - Possible next states of a ticket
> Ticket::Frontend::AgentTicketOwner###StateDefault: - Default next state of a ticket - set this to "open".
I see it and in my opinion it's look good.
I'm still testing , and I saw, that if I set manualy owner (option of the top) that owner change and stat it's change to 'open' but
if I only lock ticket I'm a new owner but stat of ticket isn't change - it's still new
Change Ticket::Frontend::AgentTicketOwner###RequiredLock: to YES don't change behavior otrs in this question.
Regards,
Mariusz
> Ticket::Frontend::AgentTicketOwner###State
I set YES, but i think for it only is possibly set state if agent creale a ticket, I'm test ticket created by customer
> Ticket::Frontend::AgentTicketOwner###StateType: - Possible next states of a ticket
> Ticket::Frontend::AgentTicketOwner###StateDefault: - Default next state of a ticket - set this to "open".
I see it and in my opinion it's look good.
I'm still testing , and I saw, that if I set manualy owner (option of the top) that owner change and stat it's change to 'open' but
if I only lock ticket I'm a new owner but stat of ticket isn't change - it's still new
Change Ticket::Frontend::AgentTicketOwner###RequiredLock: to YES don't change behavior otrs in this question.
Regards,
Mariusz
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Re: My tickets still are 'new'
You could also check
in Config Options: Ticket -> Core::Ticket
content: open
in Config Options: Ticket -> Core::Ticket
key: newTicket::EventModulePost###1-ForceStateChangeOnLock:
Ticket event module to force a new ticket state after lock action. As key you have to define the current state and the next state as content after lock action.
content: open
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: My tickets still are 'new'
Thank Crythias a lot
Now it's work correct.
This key was in my configuration but it was not checked.
Now it's work correct.
This key was in my configuration but it was not checked.