Statuses not showing in Next ticket state + other questions

[DarknessBBB]

Hello there!
I've found this great tool only one week ago, but I'm already in love with it!

I'm trying to config OTRS for a simple environment, but I'm facing some problems, maybe due to my lack of knowledge...

1) I've made plenty of custom statuses. Some of them will show correctly in the "Next ticket state:" when replying to a ticket. I choose an answer, the popup "popups", but I can't find all the statuses in the list. They are all active indeed.

2) Linked to the first question, I would like to show only some of the statuses, linked to the current queue (or the answer choosen?). Is it possible?

3) I'm not understanding very well the difference between "scaled" and "pending". My goal is
3a)to "remind" the agent after 1, 14 or 21 days (depending of the choosen status)
3b)to close tickets after 1, 14 o 21 days without answers from the customers (for other choosen statuses).

4) How can I notify all the agents via email if a ticket is closed with some statuses?

Thank you very much and greetings from Italy!

[ferrosti]

It does not make much sense to extend states in such a manner. You´d better go back to standard with this.

It is not possible to make states available to certain queues only.

pending states can be set to whatever pending time the agent wants.

3a would mean to set a ticket to pending reminder with the pending time as desired. A new default value can be set in the config, but only one.
3b would mean to set pending auto close to the desired time. A customer reply would reset the ticket to open state.