Ticket Next state

Moderator: crythias

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afacang
Znuny newbie
Posts: 9
Joined: 08 Jul 2013, 13:58
Znuny Version: 3.2.5
Real Name: Gokhan AFACAN
Company: ACN Europe

Ticket Next state

Post by afacang »

Hi,
I create a ticket from the customer interface. Documentation says Open: This is the default state for tickets assigned to queues and agents. .
However when I move the ticket to a queue my ticket state does not advance to Open state. It keeps having the "New" state.
Where can I find the setting so that I can follow the default ticket states?
Thanks
afacang
Znuny newbie
Posts: 9
Joined: 08 Jul 2013, 13:58
Znuny Version: 3.2.5
Real Name: Gokhan AFACAN
Company: ACN Europe

Re: Ticket Next state

Post by afacang »

And btw

Ticket::DefaultNextMoveStateType
Defines the next state of a ticket after being moved to another queue, in the move ticket screen of the agent interface.

My above setting is disabled and does not let me play with it.
crythias
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Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
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Re: Ticket Next state

Post by crythias »

Tickets are generally considered new if created by customer and stay new until an agent communicates (external notes don't count) with the customer. The idea is that, until this communication takes place, all changes to the ticket are effectively cosmetic.

Note that sysconfig allows state change selections on most screens if you enable it.
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afacang
Znuny newbie
Posts: 9
Joined: 08 Jul 2013, 13:58
Znuny Version: 3.2.5
Real Name: Gokhan AFACAN
Company: ACN Europe

Re: Ticket Next state

Post by afacang »

Hi
Thanks for the response, that is fine.
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