HOW TO CREATE STATUS "RESOLVED" IN ticket Next state

[shivendra]

hello ,

in OTRS we have ticket state as open , new, closed sucessfull ....etc.
In same way iam trying to create new state "resolved" for agent since our local customer which is our organization employee never close the ticket .
so by agent side when ever ticket is resolved or given solution agent should mark ticket state as "resolved" so in report i can get resolved ticket also.
pls guide how can i do this?

[wurzel]

Hi,

for this you need to add an additional state. go to admin area, and add additional Ticket state.

http://otrs.github.io/doc/manual/admin/ ... rea-status


you may need an ACL for this
http://otrs.github.io/doc/manual/admin/ ... n.html#acl

Florian

[shivendra]

Thanks for reply
i had aleady gone through this post and Your ans doesnot gives solution .
i found a post viewtopic.php?t=6649 and got solution.

I added new state type via database and created new state "Resolved" in ticket state.
it also get reflect in report and ticket compose and ticket information frame.

Now i want that this "resolved" state time also get fetched in report after closing ticket.
Means while generating report resolved time aslo get fetched in report if ticket state is "closed successful" like ticket solution time solution in min ....etc...