Bounced Ticket State Types

[sweeny_here]

Is it possible to change the states type of a bounced ticket to something other than "open" or "closed"?

I have tried to update "Ticket::Frontend::AgentTicketBounce###StateType" to include "closed successful", "closed unsuccessful" and "closed with workaround" but these new states don't show in the front end.

Any tips or pointers would be much appreciated.

[sweeny_here]

Anyone...any ideas?

[crythias]

A state type is a category of a state/status.

[sweeny_here]

Does this mean that bounced ticket states can only use the default "state types" rather customisble "states" ?

[crythias]

If a sysconfig item asks for State Types, it means it will work for all states that have that state type.
In the SysConfig of
Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewBounce
The StateDefault determines what state will be selected from the list generated by states belonging to the State Types listed in the next section.

If you choose a StateDefault that does not exist exactly as spelled in your Admin/States section, it should error out. It's also possible that a Bounce StateDefault that does not belong to a StateType listed in the following section may not be appropriately applied.

If you need a custom State Type (a category of States) that isn't listed, you'll need to add it to the database.
Once you've added a State Type, for it to be useful, you'll need to add a state belonging to the new State Type.