Ticket state not changing

[pantered]

Hello,

I tried many things includding Google and i can't find the reason why my tickets state function are not working properly.
When a new ticket is created, you see its state as new but when you assigne the ticket it does not change to open.
When you close the ticket it changes fine to closed.

I need them to change from new to open automatically

Any help is welcome

Thanks

[crythias]

Tickets change from New to Open when the customer is contacted through the ticketing system.

[pantered]

I see the option of "New Ticket State" but is to do it manually, i need it to be automatically.
Is possible to set the ticket state change on owner update, to be automatically also?

[crythias]

Just set incoming tickets as open within SysConfig.

[pantered]

I just fixed with a cron job!

Settings:
Automatic Excecution (this is for multiple tickets but i just configured it just in case)
SCHEDULE MINUTES = 00
SCHEDULE HOURS = 00
SCHEDULE DAYS = all
Event based execution
Event triggers = Type - Ticket | Event = TicketOwnerUpdate
Ticket Filter
State = new
Ticket action
State = open

This are the setting that just worked for me.

[jojo]

just switch on Ticket::EventModulePost###130-ForceStateChangeOnLock

[Giulio Soleni]

Hi,
are you sure you really need to automatically change all the incoming ticket states from new to open without providing any reply to your customers?
I think you might incur in some inconsistencies or anomalies ... expecially talking about SLAs on 1st response.

[jojo]

this has no effect on the 1st response time (as it is just a state change)

[pantered]

just switch on Ticket::EventModulePost###130-ForceStateChangeOnLock

jojo i tried this in two versions of otrs and did not worked.

As you said

this has no effect on the 1st response time (as it is just a state change)

Now it works like i want

Thanks u all