The Transfer notice on tickets. Pending state.

[finalbeta2]

Good day,

I noticed the "transfer notice" on tickets.
It allows us to post a notice in a linked ticket.
It now allows us to communicate between queues.

I couldn't find anything on this in the documentation (perhaps that's on me) and I'm wondering if it could do something.

At the moment, when I post a note to a linked ticket.
The linked ticket does not change status to open.
I would like the linked ticket to change it's status to open, that way the agent knows it's his turn to follow up.

Can this be done?

[root]

Hi,

At the moment, when I post a note to a linked ticket.
The linked ticket does not change status to open.
I would like the linked ticket to change it's status to open, that way the agent knows it's his turn to follow up.

Can this be done?

It just adds the note. The agent has two options to see if there's a note: ticket notification AddNewNote and the stars of the owned/locked ticket that there are unread articles.

- Roy

[finalbeta2]

Thanks Roy,

That I understand.
The flow at the moment for us is that open tickets need following up. Pending tickets don't.
Agents thus don't use several places to know what to follow up on.
Changing that flow will lead to mistakes for us.
So I was hoping I would be able to push the state to open on the transfer.

[root]

So I was hoping I would be able to push the state to open on the transfer.

Well, this is possible. Enable the setting Ticket::Frontend::AgentTicketNoteToLinkedTicket###LinkedTicketState and use Ticket::Frontend::AgentTicketNoteToLinkedTicket###LinkedTicketStateDefault to define the state you want.
Keep in mind this is a global setting.

- Roy

[finalbeta2]

Thank you Roy!
Testing now, but this seems exactly what I was hoping for.