I would like help as our customer has an OTRS 5 installation and we would need that when the user responds to a Ticket the status is changed as follows:
- If the status of the Ticket is "Waiting", the status is set to "Found" when the user sends the email;
- If the status of the ticket is "Waiting for automatic closure", the status is set to "Disputed" when the user sends the email;
- If the status of the ticket is in all the other states (except for those indicated above and closed), the status is set to "open" when the user's email is sent;
We also tried with the Job set as an event to change the status
EVENT TYPE
Ticket -->NotificationFollowUp
Since every time the user writes an arctic cloud is created we have also tried to set
EVENT TYPE
Article--> ArticleCreate
But the state always changes to Open.
You can help us or give us some suggestions
Thank you so much for your help
Best Regards,
Serena