How do i change ticket type after it is created?

[helpmeplease]

Hi

Would it be possible to change both the status and the type of a ticket after it has been created?

Thank you.

[helpmeplease]

I would like to change it as an Agent

[hkais]

can you plz be more clear wht you mean with type of ticket?

The status, you mean: open, close, pending and so on?

[helpmeplease]

Yes I would like to change de state of the ticket also. But there is also type of ticket, ill send the photo to explein my self.

I would like to change the values

Captura de pantalla 2025-06-06 135224.png

In the "type" column, there are two tickets with the value "Unclassified". I would like to change it to another value that I have previously created, for example "Task".

Similarly, in the "status" column, I would like to change the value from "New" to "Pending".

Thank you for your help. I hope you understand me better now.

[KaiHerlemann]

You can change the ticket type by default with the AgentTicketFreeText view.
You can open this view by Miscellaneous -> Free Fields.

For this, it's required that the sysconfig setting Ticket::Frontend::AgentTicketFreeText###TicketType is enabled, as by default.
You can also change the status if the sysconfig setting Ticket::Frontend::AgentTicketFreeText###State is enabled (not by default).

To enable this for other views, you need to set the appriopate Ticket::Frontend::AgentTicketXXX###TicketType and Ticket::Frontend::AgentTicketXXX###State to enabled (replace XXX by the name of the action, you see the name of the action in the URL).

[helpmeplease]

I made it, thank you so much for your help. You are amazing