have state "resolved" instead of close for tickets at agents

[kenmurimi]

i want to add a new state "resolved" to tickets at the agents instead of "close" because i want the customers to close their tickets themselves.

any ideas on how to do this?

[crythias]

http://doc.otrs.org/2.4/en/html/x2006.html

[crythias]

Customers can close their own tickets... Either from their portal customer.pl website or you can give them a PostMasterFilter type "codeword" like #closed ...

[ferrosti]

May I ask you which kind of scenario you need this in?
Since lots of our customers won´t even reply to mails in case we need more information, I´d never come to the idea to let them do anything themselves.

[kenmurimi]

thanks a lot Crythias. it worked perfectly! to add on to that i have added a generic agent that closes tickets that have been set to resolved for long i.e like 5 days and the customers have not closed them.

[diginin]

May I ask you which kind of scenario you need this in?
Since lots of our customers won´t even reply to mails in case we need more information, I´d never come to the idea to let them do anything themselves.

This is typically in a corporate level organization where self-help is the key. So, do not worry if you do not need this.

[Ravikummary]

Hi kenmurimi/ Crythias,

Can you please tell me how to configure the resolved ticket automatic closure after 3 days through "PostMasterFilter"?

I mean the fileds(Header & Value) that i need to update.

Regards
Ravi

[ferrosti]

I´d rather go the way and set another default on ticket replies like 'pending auto close+' and then set PendingDiffTime to 3 or 5 days.