Ticket state after customer reply(follow up)

[mantyyzz]

Hello everyone ,

Is there possible to left current state of ticket when customer replies to a ticket ?

For example: Customer creates new ticket. The ticket state is ''new". And then he want to add additional information , so replies to ticket from customer panel or email. In this case ticket state automatically sets to "Open" and in agent interface it disapears from "NEW tickets" tab. Is there possible to make default next ticket state to not change ?

[crythias]

Ticket state should not change until agent replies.

[ciotola]

Interesting question. I'm also walking throught this configuration.

I don't want change the ticket state if a customer reply to the ticket because there is a GenericAgent Job that evaluete the combinition of some DynamicFiled and set the new state only if necessary.

In the SysConfig Ticket::Frontend::CustomerTicketZoom###State i've set it to NO, so the customer can't select the next state, but when he save the note the state is automatically set to the default state.

Any suggestion?

[RodrigoPetter]

Same problem here.

How can i disable this item "Ticket::Frontend::CustomerTicketZoom###StateDefault"???

Our users can reply the ticket at any time and i only want the state to change when the ticket is closed, so the client can reopen it (using a GenericAgent).

The problem is that while the Agent is trying to solve te problem and the ticket receive a reply from the customer the state change from "open" to "reopen"


Edit: We have several diferent states, so I can't fix a state in "StateDefault" option

[RodrigoPetter]

OK. I got half answer here: viewtopic.php?f=62&t=6066

I also modified the file "/Kernel/Modules/AgentTicketZoom.pm" so it worked like i wanted in the user interface. Following code about line 592:
# set state
my $NextState = $Ticket{State};
if($Ticket{StateType} =~ /^close/){
$NextState = 'Reaberto';
}

so the ticket only reopen if it has some of the statetype "close"

Everything is working now and my life make sense again.Thanks crythias, you are doing a great job in this forum.

[crythias]

Don't change backend code for user interface. Use ACL.