Difference between "new" and "open" ticket

altjx · Post by **altjx** » 20 Apr 2011, 19:42

Anyone know the difference between a new and open ticket?

dma976 · Post by **dma976** » 20 Apr 2011, 20:28

a new ticket normaly comes in from the customer by webinterface or email
a ticket has the open state when an agent works on it

altjx · Post by **altjx** » 20 Apr 2011, 20:42

dma976 wrote:a new ticket normaly comes in from the customer by webinterface or email
a ticket has the open state when an agent works on it

Thanks.

solefald · Post by **solefald** » 20 Apr 2011, 21:09

I noticed that Locking a ticket does not change it's state from New to Open.
Is this by design? Agent locking a ticket means he/she is working on it, correct?
If yes, then a ticket should not stay in the "new" state.

altjx · Post by **altjx** » 20 Apr 2011, 21:12

solefald wrote:I noticed that Locking a ticket does not change it's state from New to Open.
Is this by design? Agent locking a ticket means he/she is working on it, correct?
If yes, then a ticket should not stay in the "new" state.

Agreed. It seems the ticket only changes from "new" to "open" is if the note is added with the "open" set to "next state"... At least so far from what I've done.

solefald · Post by **solefald** » 20 Apr 2011, 21:28

altjx wrote:
solefald wrote:I noticed that Locking a ticket does not change it's state from New to Open.
Is this by design? Agent locking a ticket means he/she is working on it, correct?
If yes, then a ticket should not stay in the "new" state.
Agreed. It seems the ticket only changes from "new" to "open" is if the note is added with the "open" set to "next state"... At least so far from what I've done.

Ah! Found a solution!

under Ticket -> Core::Ticket, enable Ticket::EventModulePost###130-ForceStateChangeOnLock

Credit: http://www.mail-archive.com/otrs@otrs.org/msg29144.html

altjx · Post by **altjx** » 20 Apr 2011, 21:31

solefald wrote:
altjx wrote:
solefald wrote:I noticed that Locking a ticket does not change it's state from New to Open.
Is this by design? Agent locking a ticket means he/she is working on it, correct?
If yes, then a ticket should not stay in the "new" state.
Agreed. It seems the ticket only changes from "new" to "open" is if the note is added with the "open" set to "next state"... At least so far from what I've done.
Ah! Found a solution!

under Ticket -> Core::Ticket, enable Ticket::EventModulePost###130-ForceStateChangeOnLock

Credit: http://www.mail-archive.com/otrs@otrs.org/msg29144.html

Wow, nice! Thanks for that!

Znuny Open Source Ticketsystem

Difference between "new" and "open" ticket

Difference between "new" and "open" ticket

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