OTRS Ticket states

[darshakamodi]

Hello,

When ticket arrived the state is new.
Now if the agent responds to client using email/web, and otrs also gets the email, updates article, still ticket state remains New.

When this will change to Open ?
The owner of Ticket is shown as OTRS Admin.

[crythias]

if the agent responds to client using email/web, and otrs also gets the email, updates article, still ticket state remains New.

Agents don't respond via email. It's available as an addon.

The ticket stays new until a Reply or Outbound call is made from the web interface.

[darshakamodi]

The customer gets the email which is sent by Agent.
So state remained is New but fine.

How the default owner is set? Is there a way to automatically set it per queue ?

[darshakamodi]

Is the add-on not available as single addon? Do we need the complete addition ?
Any way to manually change the State of ticket?

[crythias]

How the default owner is set?

It's set to the Root account (a dummy placeholder).

Is there a way to automatically set it per queue ?

Possible, but here are some scenarios:
1) Don't. The first Agent that responds within the web interface locks the ticket and changes it to Open.
2) Use Generic Agent.
3) Have a human dispatch agent assign owners.
4) If one agent per queue, it doesn't matter.
5) If multiple agents per queue, Agent Bob always gets it, so why have multiple agents per queue?

In *general*, ownership doesn't matter to anyone until someone actively starts working on the ticket. Whoever does should do something to lock the ticket. Further, if the ticket is un-owned, this is a good sign that someone needs to step up and pick it up.

[crythias]

Is the add-on not available as single addon? Do we need the complete addition ?

It's an addon for those with paid support. viewtopic.php?f=60&t=11247
http://www.otrs.com/en/software/otrs-he ... ce/#c39714

Any way to manually change the State of ticket?

Generic agent or enable state change in a Note, for instance, via SysConfig.

[darshakamodi]

I understand by using MUA to send in those in mail to OTRS, may work. Will check with Thunderbird, dont know outlook its possible or not.

There is postmaster filter, can I add the values or set values and use it somehow?

[crythias]

can I add the values or set values and use it somehow

Possibly. Your mileage may vary. Read the links I posted.