Change ticket state

[rajbps]

Hi Team,

Is it possible to change a ticket state without a reply/note added to it. Alsi would it be possible to have a reply template that will put the state of a ticket to pending auto close + and add 5 working days as the counder when to close it if no reply is recieved on that one.

Regards,

Rajbps

[wurzel]

Yes,

Is it possible to change a ticket state without a reply/note added to it.

Yes. Configure the state to another action.

Alsi would it be possible to have a reply template that will put the state of a ticket to pending auto close + and add 5 working days as the counder when to close it if no reply is recieved on that one.

In the sysconfig you can configure the default state (+ dates) for the compose valid for all templates.

If you want to have state per template, you'll have to use a (commercial) add on.

Flo

[rajbps]

Hiya,

Could you tell me exactly where the option is and what commercial plugin I can get please?

Rajbps

[reneeb]

Hiya,

Could you tell me exactly where the option is

To set the ticket state without adding a note, you could enable the state dropdown for the "Free Fields" dialog. To do this, you have to enable the Ticket::Frontend::AgentTicketFreeText###State option in SysConfig (group "Ticket", subgroup "Frontend::Agent::Ticket::ViewFreeText")

and what commercial plugin I can get please?

Rajbps

I have such an commercial addon that allows to bind response templates with ticket states. I can set up a demo instance for you. Please contact me at info@feature-addons.de