How to retail ticket status

[thiru2109]

Hi all,

I have ticket with state "in process", if i reopen the ticket the the ticket status says "open" by default and not retaining the current status.

Please help me to fix it.

Thanks,

kt

[crythias]

how is the ticket reopened?

[thiru2109]

If i click the empty address to compose the answer, the ticket status should retail the current status instead it shows "open" which is the default value.

[crythias]

retain ... and that's likely in SysConfig, and globally set, which means that any response to a ticket will make that ticket open.

it *might* be

PostmasterFollowUpState:
The state if a ticket got a follow-up.

If you can figure out where 'open' exists where you don't want it, use
$Ticket{State}
in its place. Note that this also means "new" tickets stay "new" unless changed.

[thiru2109]

we have more than 15 intermediate status between new and closed.

the workflow will be like


new --- -->status1----> status2--->.........status15----> closed


if my current ticket status is status 13 and if i would response the ticket it should retain status13, before clicking submit i will change to the next state like status 14...