Hello,
I have a question about the ticket status .
we have a few status :
New
Open
Pending reminder
Pending auto close-
Pending auto close+
Merged
Removed
Closed Successful
But, if we closed the ticket , we cannot re-open it . Do you know if we can chose the Resolve status ( waiting approved from user ) , and user can closed the ticket
Does anyone have a solution?
Thank you
Dominique
ticket Status to "Resolved"
Moderator: crythias
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- Znuny guru
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Re: ticket Status to "Resolved"
Why can't you reopen a ticket? This is probably a configuration issue then.
OTRS distinguishes between status and status type.
Where the status type is (amongst others):
- Open
- Pending
- Closed
And the status then may be of any of those types. So if you want a resolved state, what type should it be? You can either leave it open or as pending reminder and a date far off in the future.
I would recommend however to use auto close+ and set it to 14 - 21 days in the future as default, so you don't have alot of "dead" but open tickets in the system.
OTRS distinguishes between status and status type.
Where the status type is (amongst others):
- Open
- Pending
- Closed
And the status then may be of any of those types. So if you want a resolved state, what type should it be? You can either leave it open or as pending reminder and a date far off in the future.
I would recommend however to use auto close+ and set it to 14 - 21 days in the future as default, so you don't have alot of "dead" but open tickets in the system.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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- Znuny wizard
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Re: ticket Status to "Resolved"
Hi,
Just create a new ticket state "Resolved" with state type "pending auto +". If customer not answer ticket will be closed. Additional setup is need here /otrs/index.pl?Action=AdminSystemConfiguration;Subaction=View;Setting=Ticket%3A%3AStateAfterPending
Just create a new ticket state "Resolved" with state type "pending auto +". If customer not answer ticket will be closed. Additional setup is need here /otrs/index.pl?Action=AdminSystemConfiguration;Subaction=View;Setting=Ticket%3A%3AStateAfterPending
Alexey Yusov
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Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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((OTRS)) Community Edition - what next?
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- Znuny newbie
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Re: ticket Status to "Resolved"
hi,
adding to this, can we make this 'Resolved' state available in the Agent Ticket zoom screen? the same way we have 'close' button in the screen.
adding to this, can we make this 'Resolved' state available in the Agent Ticket zoom screen? the same way we have 'close' button in the screen.