Reopen pending ticket if article added [SOLVED]

[rodolfor]

Hi all.
I need to automatically change the state of a ticket to open, if it is pending, and someone add an article (a note, the customer doing a Re:, etc).

I tried to add a job in Generic Agent, activated by the event "Article Create".
But the same article I create to suspend the ticket, reopen it immediately.

How can I do?

Thanks
- rod

[lis9]

You can change default state on new note screen: Ticket::Frontend::AgentTicketNote###StateDefault it will change state to open when new note is added. This setting is available to almost every dialog: emails, phone, e.t.c

Ticket state, that is updated by customer's responds by email, can be change in email filter - you can set X-OTRS-State to open when incoming email meets your conditions.

Daniel Lisiecki

[rodolfor]

Thanks lis9 it works!