Hi,
is it somehow possible to set the current ticket state as default in the dropdown menu of the customer interface ticket "Reply"?
We've several open-states and the customer should be able to close tickets by himself.
"Ticket::Frontend::CustomerTicketZoom###StateDefault" is set to "in progress" but if the ticket state is still "new" and the customer sends a reply it'll change to the default "in progress" state.
Setting the default state to "-" (none) - while keeping the current state in the background upon reply - and just providing the closed states would also be an alternative.
Could this be done in "/opt/otrs/Custom/Kernel/Modules/CustomerTicketZoom.pm"?
cheers,
Joe
Ticket state after customer reply
Moderator: crythias
Ticket state after customer reply
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crythias
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Re: Ticket state after customer reply
This isn't supposed to happen. "new" is "new" until agent communicates with customer. Can you verify this in history logs?JoeFoster wrote:but if the ticket state is still "new" and the customer sends a reply it'll change to the default "in progress" state. (underline added)
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Re: Ticket state after customer reply
It's also in the history, yes.
FollowUp FollowUp for [ ]. Zoom view Admin OTRS 03/05/2014 17:24:44
StateUpdate Old: "new" New: "in progress" Zoom view Admin OTRS 03/05/2014 17:24:44
This also happens if the ticket - for example - has the state "in progress external", the state is changed to "in progess" on customer reply as it's the default state set in the dropdown
FollowUp FollowUp for [ ]. Zoom view Admin OTRS 03/05/2014 17:24:44
StateUpdate Old: "new" New: "in progress" Zoom view Admin OTRS 03/05/2014 17:24:44
This also happens if the ticket - for example - has the state "in progress external", the state is changed to "in progess" on customer reply as it's the default state set in the dropdown
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crythias
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Re: Ticket state after customer reply
because it is, then it is.JoeFoster wrote:as it's the default state set in the dropdown
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Re: Ticket state after customer reply
That's why I'm wondering if this behavior could be changedcrythias wrote:because it is, then it is.JoeFoster wrote:as it's the default state set in the dropdown
Either by providing the current ticket state as default selection in the dropdown or "-" ("none" as in other dropdowns) and therefor keeping the state already set.
-> Like it's handled when an Agent adds a note
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Re: Ticket state after customer reply
Then don't do that. empty it.JoeFoster wrote:"Ticket::Frontend::CustomerTicketZoom###StateDefault" is set to "in progress"
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Re: Ticket state after customer reply
Unfortunately that's not possible - at least via SysConfig GUI.
It's falling back to a default value upon "Update" when the field is left blank.
It's falling back to a default value upon "Update" when the field is left blank.
OTRS v3.3.4 with MySQL DB on Ubuntu 12.04
Re: Ticket state after customer reply
Hi, did you figure out a way around that? I'm still trying to search for a way to keep the last state of the ticket after that the Customer replies.JoeFoster wrote:Unfortunately that's not possible - at least via SysConfig GUI.
It's falling back to a default value upon "Update" when the field is left blank.
Thank you.