Using custom ticket state values

[aph]

Is it possible to use custom status values?

For example in in Ticket -> Frontend::Agent::Ticket::ViewEmailNew, I changed the values of Ticket::Frontend::AgentTicketEmail###StateType to custom values I wanted. However, when I open a new ticket the 'Next ticket state' drop down list is empty.

Can I change the ticket 'state' values at all?

Thanks

[crythias]

You have states, and you have state types.
State types are categories (groupings) of states.
If a SysConfig asks you to specify a state type, it assumes you have States that belong to that State Type.

You may add custom states to/with existing state types within the States Admin Area.

Unless you know what you're doing, you probably don't need to create additional state types. It is more likely the ticket is of type open or closed and you'd like a status indicating why it's in that state type.
State: Awaiting Customer Response
State Type: Open

State: User self-fixed
State Type: Closed

[aph]

According to the responsible department, following state types are required:
1) Waiting for reply: The ticket has been answered, so it is no more open, yet nothing more can be done until the customer has replied. If I keep the ticket open, it will escalate unnecessarily
2) Forwarded to external: Again ticket has been responded to, but nothing can be done until the external company replies, yet I don't want the ticket to escalte
3) Closed(Rollout pending): For example, the suggestion has been accepted and is being implemented yet it is not available for use. I cannot yet close the ticket, but again no escalation should take place
4) Shelved: The issue has been put on backburner (for whatsoever reason), but it is not closed and should not be escalted
5) Rejected: After thorough consideration, suggestion has been rejected.

How can I generate new state types?

[crythias]

http://otrs.github.io/doc/manual/admin/ ... izing.html

[crythias]

You may be interested in browsing the results of this search.
The summary is that you probably won't see the results you seek no matter what the StateType is on the state.

Edit to add: if the SLA is queue based instead of service based, you might do what you need by sticking the ticket in a different queue that has no escalations.

[reneeb]

According to the responsible department, following state types are required:
1) Waiting for reply: The ticket has been answered, so it is no more open, yet nothing more can be done until the customer has replied. If I keep the ticket open, it will escalate unnecessarily
2) Forwarded to external: Again ticket has been responded to, but nothing can be done until the external company replies, yet I don't want the ticket to escalte
3) Closed(Rollout pending): For example, the suggestion has been accepted and is being implemented yet it is not available for use. I cannot yet close the ticket, but again no escalation should take place
4) Shelved: The issue has been put on backburner (for whatsoever reason), but it is not closed and should not be escalted
5) Rejected: After thorough consideration, suggestion has been rejected.

How can I generate new state types?

I would use those things rather as a state, not as a state type:

1) state: Waiting for reply -> state type: pending
2) state: Waiting for external -> state type: pending
3) state: rollout pending -> state type: pending
4) state: shelved -> state type: pending
5) state: rejected -> state type: closed

Escalation is paused for states of type "pending".

[aph]

I would use those things rather as a state, not as a state type:

1) state: Waiting for reply -> state type: pending
2) state: Waiting for external -> state type: pending
3) state: rollout pending -> state type: pending
4) state: shelved -> state type: pending
5) state: rejected -> state type: closed

Escalation is paused for states of type "pending".

It looks like a workable solution. What I did not get is the difference between pending reminder and pending auto and how to use them. For example, for the state 'rollout pending', which state type should I set? If I use the type 'pending reminder', the system will send mails to agents, which is not the behaviour I am expecting. If I use the state type 'pending auto' the ticket will be closed after the pending time is over, which is not intended either.

How to pause the escalation for pending states?

[aph]

In Ticket -> Core::Ticket we have the entry Ticket::StateAfterPending
Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached.

There were two states
pending auto + -> closed successfully and
pending auto - -> closed unsuccessfully.

These two were removed so that a ticket is not set to a particular state after pending time is over (i.e. it is not automatically closed). Does it also take care of the escalation matter or will the pending tickets be still escalated?

[reneeb]

No, pending tickets do not escalate...

[aph]

They do not escalte even after the pending time is over?

[reneeb]

Yes, the escalation pause depends on the status type not on the date...

[aph]

Thanks!

[aph]

I have a relevant question. I processed a ticket and set it's state to 'In Bearbeitung' (state type pending auto). However, in the customer interface the ticket is shown as closed

Unbenannt_8.PNG

should it not be shown as 'In Bearbeitung' instead? The ticket is not yet closed.

[reneeb]

Please show the configured states...

[aph]

Pls see the screenshots below:

Unbenannt_14.PNG

The available state types are:

Unbenannt_16.PNG

Thanks a lot

[reneeb]

Your configuration seems to be correct... I'll dig into it later...

[aph]

EDIT: Something similar (perhaps strange!) happens in the Agent web interface. In status view 3 tickets are shown as closed, although all have state type (pending auto)

Unbenannt_20.PNG

In the 'my locked tickets view' 2 tickets are shown as pending (one is new, in all 3 tickets)

Unbenannt_22.PNG

How come in my locked tickets view the state 'erledigt(Rollout offen)' is treated as a pending state and in the status view it is not. The state 'in Bearbeitung' is never treated as a pending state although both 'erledigt(Rollout offen) and 'In Bearbeitung' have the same state type (pending auto)? I'm a bit perplexed!

Thanks

[aph]

Any idea why this behaviour occurs. It can be very confusing for the customer to see his/her tickets in 'Work in progress state' to appear under a list of closed tickets.

[reneeb]

This would need more time to debug. What are the ViewableStateTypes in your SysConfig? What config options did you change?

[aph]

What are the ViewableStateTypes in your SysConfig? What config options did you change?

ViewableStateTypes are: new, open, pending reminder, pending auto.

What config options did you change?

I removed values for Ticket::StateAfterPending as I don't want the tickets to be closed automatically. Didn't make any changes in Config.pm / Database for states I have the following states:

Unbenannt_34.PNG