Im use otrs 3.0.10
When I move new ticket (state: new) to another queue, state not change, why?
if anyone could help?
Regards
Queue -> State
Moderator: crythias
-
hannibal_
- Znuny newbie
- Posts: 14
- Joined: 05 Oct 2011, 10:05
- Znuny Version: 3.0.10
- Real Name: Tomasz
- Company: x
Queue -> State
Hello
Im use otrs 3.0.10
When I move new ticket (state: new) to another queue, state not change, why?
if anyone could help?
Regards
Im use otrs 3.0.10
When I move new ticket (state: new) to another queue, state not change, why?
if anyone could help?
Regards
-------------------------------------------------------------------
OTRS 3.0.10 (public) on WinServ 2008 R2 with MySQL database.
OTRS 3.0.10 (public) on WinServ 2008 R2 with MySQL database.
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Queue -> State
Ticket stays New until it's locked by an owner.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
hannibal_
- Znuny newbie
- Posts: 14
- Joined: 05 Oct 2011, 10:05
- Znuny Version: 3.0.10
- Real Name: Tomasz
- Company: x
Re: Queue -> State
What do you mean? I have to block a new ticket? The new ticket has the state of the New, is unlocked, it is in the queue Postmaster, and the default owner is the OTRS Admin (root). I move to a new ticket to next queue and the state does not change 
What should I do?
Sorry if my questions are trivial, but I can not solve this problem
Regards
What should I do?
Sorry if my questions are trivial, but I can not solve this problem
Regards
-------------------------------------------------------------------
OTRS 3.0.10 (public) on WinServ 2008 R2 with MySQL database.
OTRS 3.0.10 (public) on WinServ 2008 R2 with MySQL database.
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Queue -> State
Not blocked, locked. Assigned to an owner. Just because you changed queues doesn't mean the ticket has been addressed or assigned to anyone. It's still an New ticket in the sense that you've only changed the bucket in which the new ticket sits.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
Giulio Soleni
- Znuny wizard
- Posts: 392
- Joined: 30 Dec 2010, 14:35
- Znuny Version: 6.0.x and 5.0.x
- Real Name: Giulio Soleni
- Company: IKS srl
Re: Queue -> State
Hi,crythias wrote:Ticket stays New until it's locked by an owner.
well... ticket stays New even _after_ it has been locked by someone... unless the owner gives a reply to the customer (in that case the ticket state changes to open) or he/she explicitly sets the ticket to a different state.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.