7 Day Stats don't recognise tickets closed on first action

[timn]

If I create a ticket with a customer on the phone and solve the issue on the spot, I can set the "next ticket state" to 'closed successful'.

That's fine, BUT, the tickets I've done this do don't show up as tickets either created or closed in the 7 Day Stats - looks like I've done no work!

As a test, I went into my tickets, set them to pending, then closed them again - now they register in 7 day stats.

Can this be fixed? It seems a bit odd that resolving an issue at first point of contact is not considered a ticket by OTRS. And I hate to think what this is doing to the deeper stats that get run when the boss needs to know what's happening...

Has anyone else noticed this problem and/or found a solution.

PS. Theoretically, I could just open the ticket and save it and then close it, but this creates two emails to the customer, which is not always necessary or appropriate. So, to generate the stats, I would have to send my customers two emails I don't want to, or manually manipulate my closed tickets to 'pending' then 'closed' again. Neither is ideal.

[crythias]

I could just open the ticket and save it and then close it, but this creates two emails to the customer, which is not always necessary or appropriate.

Oh, I agree with this statement. Sometimes you want to create a ticket on behalf of the customer but inform him only when it's closed.
I turned off AutoResponse on Kernel/Modules/AgentTicketPhone.pm ArticleCreate.

Code: Select all

            AutoResponseType => '',