[RESOLVED] Agent changed state to OPEN
Moderator: crythias
[RESOLVED] Agent changed state to OPEN
Anyone know the easiest way for an Agent to change a ticket state from CLOSED-SUCCESSFUL to OPEN? It might be obvious but I'm missing it...
Last edited by ptay on 22 Mar 2011, 18:19, edited 1 time in total.
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ferrosti
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Re: Agent changed state to OPEN
Well, in case one wants to reopen a closed ticket a note should be added why it has been reopened.
This case make sure that
Ticket::Frontend::AgentTicketNote###State
is set. Then your agents will be able to set ticket state when entering notes.
This case make sure that
Ticket::Frontend::AgentTicketNote###State
is set. Then your agents will be able to set ticket state when entering notes.
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crythias
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Re: Agent changed state to OPEN
or Generic Agent
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Daniel Obee
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Re: Agent changed state to OPEN
Or allow state changes in ViewFreeField. This is about the most convenient way I know.
Grz
Dan
Grz
Dan
Re: Agent changed state to OPEN
That is exactly what I'm looking for, thank you!ferrosti wrote:Well, in case one wants to reopen a closed ticket a note should be added why it has been reopened.
This case make sure that
Ticket::Frontend::AgentTicketNote###State
is set. Then your agents will be able to set ticket state when entering notes.
Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewNote -> Ticket::Frontend::AgentTicketNote###State
Test:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7