[SOLVED]Disable pending state change upon reply

[kool_kid]

I created a new state for pending reminder and it is working good.

The only thing that irritates me is that when I change the ticket to this particular state and set reminder time then if the customer replies to this ticket it changes the state to "open" which I do not want. I would like to disable this automatic state change and make it manual.

[crythias]

Will this help? http://forums.otrs.org/viewtopic.php?f=62&t=6066

[kool_kid]

That would work for me but I have only concern. if a ticket is closed and someone followup on that ticket will it open the ticket or keep it close and just send a notification??

[crythias]

You can change what happens on closed followups in sysconfig (search the forums). It's probably in the same location as the pending follow-up anyway.

[kool_kid]

Hi,

This will work for me but im unable to activate the option.

Config Options: Ticket -> Core::PostMaster -> PostmasterFollowUpStateClosed is set to "open"
but im unable to change the value for PostmasterFollowupState. Even I edited Kernel/System/Postmaster/followup.pm but the value is not reflected in sysconfig. Whenever I change the value from "open" and click submit the value remains the same i.e "open".

[crythias]

screenshot? system log?

[kool_kid]

There are no logs in system logs related to this sysconfig entry.

Here is the screenshot.



Even after changing the value and clicking "update", the entry is same. Moreover I changed the value in followup.pm and changed there and still the value is same.

[crythias]

You should not have edited the .pm file. it won't show anything in config.

You can attach the picture in an upload here. Please edit your signature to include your version.

[kool_kid]

uploaded the image and added the sig.

I reverted back to original followup.pm and still the changes dont show up in sysconfig.

[crythias]

Ticket.xml says that it validates the entry with "StateValidate" which means whatever you're entering in has to be a valid state (case, spaces, etc.)

For instance:
close or closed is by default unacceptable, but closed successful will work. Check your "states" page to get the proper state.

Apparently, I made a mistake...
The shortest answer is to remove the validate entry from the Ticket.xml and place the code in the GUI field as you were attempting.

Code: Select all

    <ConfigItem Name="PostmasterFollowUpState" Required="1" Valid="1">
        <Description Translatable="1">Defines the state of a ticket if it gets a follow-up.</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::PostMaster</SubGroup>
        <ValidateModule>Kernel::System::SysConfig::StateValidate</ValidateModule> #<---- Remove this line after backing up Ticket.xml 
        <Setting>
            <String Regex="">open</String>
        </Setting>
    </ConfigItem>

This won't survive reboots, but it's about the least destructive way to handle the issue.

[kool_kid]

Yeppers!!! It worked!!!


You said this wont work over reboot? Why is it so I changed the ticket.xml file and removed validate entry, does ticket.xml gets generated every time otrs starts? I'm using otrs on a windows 2k3 server with MSSQL using IIS so it doesn't work as a service like in unix.

[crythias]

s/reboot/upgrade/
oops. I meant to say upgrade. Upgrade will overwrite the Ticket.xml file.

[kool_kid]

I Agree.

I already made a lot of changes in different files of otrs like renaming sla to something else etc etc. It will be difficult for me to upgrade and I will plan upgrade if and only if there is a major issues with the existing version.

Thanks for your help again.