"New Ticket" State

[davecosta]

Hi all,

I'm currently facing a problem with my OTRS 3.3.13 installation: new tickets from custormer email messages are created with state OPEN and the displayed in the "Open Tickets" Dashboard Area.
I would expect them to be created with the "NEW" State and displayed in the "New Tickets" area on the dashboard.

Setup:
Email messages are gathered using a POP3s mail account and dispatched to the selected Queue for new messages, "E - NEW TICKET TO BE PROCESSED" is the name of the queue. Messages are then processed using Postmaster Filters and finally, if all the checks are passed, delivered to the "E- NEW TICKET" Queue. At this time an automatic response is fired (Type "autoreply" message).

I really can't understand the issue.

Any help would be appreciated.

Regards,

Dave

[davecosta]

Hi, no suggestions?

Regards,

Dave

[schulmann]

I'm currently facing a problem with my OTRS 3.3.13 installation: new tickets from custormer email messages are created with state OPEN and the displayed in the "Open Tickets" Dashboard Area.
I would expect them to be created with the "NEW" State and displayed in the "New Tickets" area on the dashboard.

You can set PostmasterDefaultState to "new" in Sysconfig.

[davecosta]

You can set PostmasterDefaultState to "new" in Sysconfig.

Thank you, this did the Job!

And now, how about having the ticket to state OPEN as soon as it gets moved to a new queue or assigned to an Operator?
Actually it keeps the OPEN state until it gets a Follow-up (mail answer or Note added).

Thank you,

Dave

[crythias]

And now, how about having the ticket to state OPEN as soon as it gets moved to a new queue or assigned to an Operator?

The gist is that the ticket is still "New" until the customer is contacted by a human via the ticketing system.

The customer shouldn't be contacted about label changes to the ticket, but only about customer-actionable items or agent (human) progression of resolution of the ticket.