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
Ticket Next state
Moderator: crythias
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Re: Ticket Next state
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.
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.
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Re: Ticket Next state
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.
Note that sysconfig allows state change selections on most screens if you enable it.
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- 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
Hi
Thanks for the response, that is fine.
Thanks for the response, that is fine.