[SOLVED]Default ticket state after lock

[ThomasPL10]

Hello.

I've created new state In progress
I'd like to make OTRS to set ticket state from "new" to "In Progress" when I click on "Lock" button.

I tried to change these settings:

Code: Select all

Ticket -> Frontend::Agent::Ticket::ViewPhoneNew > AgentTicketPhone###StateDefault - to define the default next state for new phone tickets.
Ticket -> Frontend::Agent::Ticket::ViewPhoneNew > AgentTicketPhone###StateType - to define the available next states for new phone tickets.
Ticket -> Frontend::Agent::Ticket::ViewEmailNew > AgentTicketEmail###StateDefault - to define the default next state for new email tickets.
Ticket -> Frontend::Agent::Ticket::ViewEmailNew > AgentTicketEmail###StateType - to define the available next states for new email tickets.
Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound > AgentTicketPhoneOutbound###State - to define the default next state for new phone articles.
Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound > AgentTicketPhoneOutbound###StateType - to define the available next states for new phone articles.
Ticket:Frontend::Agent::Ticket::ViewMove:Ticket::DefaultNextMoveStateType - to define the default next state after moving a ticket.
Ticket -> Frontend::Agent::Ticket::ViewBounce > StateDefault - to define the default next state after bouncing a ticket.
Ticket -> Frontend::Agent::Ticket::ViewBounce > StateType - to define the available next states in the bounce screen.
Ticket -> Frontend::Agent::Ticket::ViewBulk > StateDefault - to define the default next state in a bulk action.
Ticket -> Frontend::Agent::Ticket::ViewBulk > StateType - to define the available next states in the bulk action screen.
Ticket -> Frontend::Agent::Ticket::ViewClose > StateDefault - to define the default next state after closing a ticket.
Ticket -> Frontend::Agent::Ticket::ViewClose > StateType - to define the available next states in the close screen.
Ticket -> Frontend::Agent::Ticket::ViewCompose > StateDefault - to define the default next state in the Compose (reply) screen.
Ticket -> Frontend::Agent::Ticket::ViewCompose > StateType - to define the available next states in the Compose (reply) screen.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateDefault - to define the default next state after forwarding a ticket.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateType - to define the available next states in the Forward screen.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateDefault - to define the default next state of a ticket in the free text screen.
Ticket -> Frontend::Agent::Ticket::ViewForward > StateType - to define the available next states in the free text screen.
Ticket -> Core::PostMaster > PostmasterDefaultState - to define the state of tickets created from emails.
Ticket -> Core::PostMaster > PostmasterFollowUpState - to define the state of tickets after a follow-up has been received.
Ticket -> Core::PostMaster > PostmasterFollowUpStateClosed - to define the state of tickets after a follow-up has been received on an already closed ticket.
Ticket -> Core::Ticket > ViewableStateType - to define the state types that are displayed at various places in the system, for example in the Queueview.
Ticket -> Core::Ticket > UnlockStateType - to define the state types for unlocked tickets.
Ticket -> Core::Ticket > PendingReminderStateType - to define the state type for reminder tickets.
Ticket -> Core::Ticket > PendingAutoStateType - to define the state type for Pending Auto tickets.
Ticket -> Core::Ticket > StateAfterPending - to define the state a ticket is set to after the Pending Auto timer of the configured state has expired.

but unfortunatelly without desired effect.

Maybe some of you has some idea?
Thanks.

[root]

Try the Generic Agent (Event based):

On the Event TicketLockUpdate and the Filter locked you can set the new state.

[ThomasPL10]

I found some SysCOnfig option "Core::Ticket::EventModulePost###130-ForceStateChangeOnLock"

Forces to choose a different ticket state (from current) after lock action. Define the current state as key, and the next state after lock action as content.

That's exactly what I was looking for.