[solved] Different Status for replied vs changed possible?

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hkais
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[solved] Different Status for replied vs changed possible?

Post by hkais »

is it possible to define two different states?
right now I get a summary of:

client replied, or the ticket was opened due to any other case.

But I need to know:

open ticket, where the client replied
open ticket, due to any other case

how can I solve such a requirement in Znuny?
Last edited by hkais on 29 Aug 2021, 20:47, edited 1 time in total.
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Re: Different Status for replied vs changed possible?

Post by skullz »

Im not really get what your question is but,

1. If customer reply from their email, check system configuration for PostmasterFollowUpStateTicket

2. If customer reply from portal, check system configuration for Ticket::Frontend::CustomerTicketZoom###State or use Access Control List (ACL)

3. Make sure the States is exist first

Good luck
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Re: Different Status for replied vs changed possible?

Post by hkais »

skullz wrote: 17 Jul 2021, 20:04 Im not really get what your question is but,

1. If customer reply from their email, check system configuration for PostmasterFollowUpStateTicket
yes exactly this situation.
How can I display this tickets in a special area on the dashboard of OTRS?
Or how can i visualize this tickets differently?

e.g. I can create a new state at URL /otrs/index.pl?Action=AdminState

"clientReplied"

but how to use this state and even more interesting, how to visualize it on the dashboard?
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Re: Different Status for replied vs changed possible?

Post by reneeb »

You could create a new dashboard widget where only the "customer replied" tickets are shown. You could create a Kernel/Config/Files/XML/CustomerReplied.xml with a config option like https://github.com/znuny/Znuny/blob/9f6 ... .xml#L5939
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hkais
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Re: Different Status for replied vs changed possible?

Post by hkais »

sorry for maybe stupid question, if I create the XML, do I have to place it in any config to get integrated, or will the XML be read and integrated automagically?
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Re: Different Status for replied vs changed possible?

Post by hkais »

reneeb wrote: 19 Jul 2021, 11:58 You could create a new dashboard widget where only the "customer replied" tickets are shown. You could create a Kernel/Config/Files/XML/CustomerReplied.xml with a config option like https://github.com/znuny/Znuny/blob/9f6 ... .xml#L5939
Hi reneeb,

do you have me a sample of a valid CustomerReplied.xml ?
Also do not have the folder XML underneath Kernel/Config/Files/ is it required? Tried both underneath XML folder and on Files folder

I tried, but probably I am doing something wrong

It is visible in Config Frontend::Agent::Dashboard as DashboardBackend###0100-TicketClientReplied
But I cannot see/use any tickets in the widget on the dashboard
As attributes: StateType=clientReplied;SortBy=ChangeTime;OrderBy=Down;
also tried: StateType=clientReplied;
Default: 1
Filter: All
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Re: Different Status for replied vs changed possible?

Post by root »

Hi,

StateType is probably wrong. I guess you've added a state?

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Re: Different Status for replied vs changed possible?

Post by hkais »

root wrote: 26 Aug 2021, 18:53 StateType is probably wrong. I guess you've added a state?
This was the issue. I needed instead of StateType => State and all was working as expected

The funny thing, I copied it from the Pending Reminder, which is Using StateType
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Re: Different Status for replied vs changed possible?

Post by root »

hkais wrote: 29 Aug 2021, 20:46 The funny thing, I copied it from the Pending Reminder, which is Using StateType
Yes, there is a StateType and a State with the same name. Anyway StateType != State

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Re: [solved] Different Status for replied vs changed possible?

Post by hkais »

found a issue.
Sadly if I only define State=clientReplied;
the users get really all tickets, even from queues, which they do not have access to

How can I limit this?

Found even more issues. If using State=clientReplied;
I am seeing now really all tickets

from SQL it looks properly set.
SELECT *
FROM `ticket_state`
LIMIT 0 , 30
.... the result...
10, clientReplied, a client replied to a mail

Can someone give me a sample for the ticket_state clientReplied in my case?
Cannot get it up and running.
Also wondering, where I can find the Keywords and the values for the Attributes?
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Re: [solved] Different Status for replied vs changed possible?

Post by skullz »

First share your xml..
Also make sure the param below exist

<Item Key="Permission">rw</Item>
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