How can this ticket have a "NEW" status??

bayerex · Post by **bayerex** » 24 May 2013, 15:20

Hi all,

Now and then some agents are complaining that the status of a ticket they are working on has magically switched to "New". I can't understand how this can happen when they have already answered the customer.

I am unable to recreate this problem and to me the process of creating and answering tickets is working as normal.

Any theories??

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Post by **crythias** » 24 May 2013, 15:28

look at ticket history.

bayerex · Post by **bayerex** » 24 May 2013, 15:41

crythias wrote:look at ticket history.

I'm looking at the ticket history and at 24.05.2013 14:24 Sabine answered the customer. Therefore the ticket should now be "open". Am I missing something??

Post by **crythias** » 24 May 2013, 15:59

bayerex wrote:Am I missing something??

No, but I am... either the question is "Why is the ticket magically switching to "New"?" or the question is "Why is the ticket not switching to open on reply?"

The ticket history will tell you the state change, if any.

Sysconfig:
Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::AgentTicketCompose###StateDefault
Default value: open
Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the agent interface

bayerex · Post by **bayerex** » 24 May 2013, 16:08

maybe I should change the subject of this post

Actually some agents are complaining that the ticket was answered, sometimes even closed, then became "New" again.

Because I can't personally recreate this problem I guess it's hard to know if the status changed to "open" on answering the customer and then shortly afterwards changed itself back to "New" OR if in this particular case the ticket never changed from "New" to "Open".

Eitherway the correct state options (I don't play with these btw) are there:

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bayerex · Post by **bayerex** » 24 May 2013, 16:11

FYI I have just two Generic Agent jobs which have no affect on this at all

Post by **crythias** » 24 May 2013, 17:28

bayerex wrote:some agents are complaining that the ticket was answered, sometimes even closed, then became "New" again.

closed -> new makes sense if the customer replied "thank you".

Again, the ticket history -- see History button on Ticket Zoom -- will tell you the when of state change.

bayerex · Post by **bayerex** » 24 May 2013, 18:09

closed -> new makes sense if the customer replied "thank you".

Follow-ups to closed tickets are 'possible' and locked to the owner on our queues but this changes the status to "Open" not "New".

Again, the ticket history -- see History button on Ticket Zoom -- will tell you the when of state change.

I really hope I'm not being terribly dumb but I can not see anything in this history that indicates a status change

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Post by **crythias** » 24 May 2013, 18:40

I don't see it, either... the ticket history isn't showing outbound email for me, either. 'tis a puzzlement.

But it appears you've got things normal?

Znuny Open Source Ticketsystem

How can this ticket have a "NEW" status??

How can this ticket have a "NEW" status??

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Re: How can this ticket have a "NEW" status??

Re: How can this ticket have a "NEW" status??

Re: How can this ticket have a "NEW" status??

Re: How can this ticket have a "NEW" status??

Re: How can this ticket have a "NEW" status??

Re: How can this ticket have a "NEW" status??