Ticket state not changing

[maayanay]

Hi,

OTRS 3.3.5

When I create a new ticket (web interface) it is at state "New".
when I move it to another queue or take ownership it is still stay at state "New"


As i read in the manual:
------------------------------------
New
Tickets are usually in this state when created from incoming e-mails.
Open
This is the default state for tickets assigned to queues and agents.

Thanks for your support.

[crythias]

New tickets stay new until an agent communicates with the customer through the interface. Changing labels of the ticket doesn't mean progress on ticket.

[maayanay]

New tickets stay new until an agent communicates with the customer through the interface. Changing labels of the ticket doesn't mean progress on ticket.

can this be customized? can i say that if i change queue the state will change?

[crythias]

Yes. But you are missing the point. Open means the customer has had communication with a live human.

[maayanay]

Yes. But you are missing the point. Open means the customer has had communication with a live human.

I understand but since in my case it is internal use, so our "customer" reports system issues which the support solve and close so there is not too much communication which 99% percent of the tickets will be new even if someone is working on it for a while.

How can i change it that if ticket move to queue or agent take ownership it changes to Open?

Thanks for the support

[crythias]

Generic agent or look in SysConfig. Try something. Search.

[maayanay]

Generic agent or look in SysConfig. Try something. Search.

I did search but didn't find what i needed. now when you directed me towards "Generic Agent" i will search again.

Thank You!