Hi all, we just implemented OTRS Helpdesk solution and have some questions regarding ticket status changes
When a ticket is in Queue A and the status is pending reminder, and is then moved to Queue B the ticket is changed to unlock but the status stay pending reminder if the agent does not change it.
We want the ticket to change the status automatically to open unlocked so that it displayed on dashboard as a unlocked open ticket when ticket is moved to Queue B and not only show up on dashboard as Reminder ticket when reminder time is reached.
Any advice on this matter would be appreciated
P
Change ticket status
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crythias
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Re: Change ticket status
Changing the bucket in which sits the ticket does not change the state of the ticket.
You may, though, consider changing the move from dropdown to window in SysConfig.
You may, though, consider changing the move from dropdown to window in SysConfig.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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