How to make OTRS Change State of the Ticket

[sdeshpande]

Hello All,

How can we make OTRS change the state of the Ticket from "new" to "open" as response is added to the ticket via Email.


Thanks,

[jojo]

Agents will use the reply function which allow setting of the state (default is open)

[sdeshpande]

What if agents are responding to the same ticket via email.
In that case the responses are attached to the ticket but the state stays as "new"
I want to avoid that


Thanks

[jojo]

agents are not responding by mail.

Also the first follow up to a ticket will set it to open