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
Reopen pending ticket if article added [SOLVED]
Moderator: crythias
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- Znuny newbie
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- Real Name: Rodolfo Rughi
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Reopen pending ticket if article added [SOLVED]
Last edited by rodolfor on 21 Apr 2023, 08:39, edited 1 time in total.
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- Znuny newbie
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Re: Reopen pending ticket if article added
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
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
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- Znuny newbie
- Posts: 89
- Joined: 11 Jun 2020, 14:56
- Znuny Version: 6.0.27
- Real Name: Rodolfo Rughi
- Company: none
Re: Reopen pending ticket if article added [SOLVED]
Thanks lis9 it works!