Do not change ticket state on customer follow-up

[esaunders]

I do not want a customer reply to change the state of a ticket. Whether via the web portal or email, customer replies should have no effect on a ticket's state. The solution, prior to OTRS 6, as proposed by crythias way back in 2011

https://forums.otterhub.org/viewtopic.p ... 221#p39971

was to remove a <ValidateModule> tag from Kernel/Config/Files/Ticket.xml

Code: Select all

    
    <ConfigItem Name="PostmasterFollowUpState" Required="1" Valid="1">
        <Description Translatable="1">Defines the state of a ticket if it gets a follow-up.</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::PostMaster</SubGroup>
        <ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> #<---- Remove this line after backing up Ticket.xml 
        <Setting>
            <String Regex="">open</String>
        </Setting>
    </ConfigItem>

and then set Ticket::Frontend::CustomerTicketZoom###StateDefault to $Ticket{State}.

Ticket.xml no longer contains that line of code, so is there a "modern" way to set a custom value for CustomerTicketZoom###StateDefault?

Thanks.

[reneeb]

To keep the state of tickets when emails come in, you should set the 'X-OTRS-FollowUp-State-Keep' header to "1" (use a Postmaster filter to do that).

[root]

I do not want a customer reply to change the state of a ticket. Whether via the web portal or email, customer replies should have no effect on a ticket's state.

Hi Eric,

Use the info from reneeb to prevent state changes from emails and disable the System Configuration Ticket::Frontend::CustomerTicketZoom###State to remove the possibility in the customer portal.

Implement both and you're all set.

- Roy

[esaunders]

Thank you, reneeb and Roy. The Postmaster Filter works great.

However, Ticket::Frontend::CustomerTicketZoom###State is already disabled. While disabled, customer replies via web portal set the ticket state to the value of CustomerTicketZoom###StateDefault. I see that enabling CustomerTicketZoom###State gives the customer the option to choose the next state via dropdown. This is not ideal, but it occurred to me that I should be able to force the value of the dropdown via ACL. Does that seem reasonable?

Thanks,
+Eric