Change "New ticket state" default value

[dxor]

Hello,
I'd like to change the "New ticket state" default value depends on the type of chosen response.
I was not able to find something about it in the administrator manual or in the forum.
Could you please help me to resolve the problem?
Thanks in advance, have a nice day
Dxor

[crythias]

can you give an example? Why wouldn't a new ticket state be "new" or "open"?

[dxor]

can you give an example? Why wouldn't a new ticket state be "new" or "open"?

Thanks for your reply.
This is the example.
I get a ticket. (STATE NEW)
I send to the client an "acknowledgement" response that I received the ticket. (STATE OPEN)
Then I resolve the ticket. When I'm going to send the response that describes the resolution, I'd like to see the next ticket state configured to "Resolved" in the filling form of the response and not to remember to set manually each time the state to resolved.
I don't know if I got it across, thanks in advance, bye
Dxor

[crythias]

You don't want to change "new ticket state" you want a default state, period, based upon the type of response to a ticket:

This is a "resolved" response state=resolved (although notification (event) on state change "resolved" can help, it doesn't necessarily allow you to customize why/how). The "close ticket" interface also mitigates this somewhat, but I understand your query.

This is a "followup" response next state=open

Basically, you don't want to have to select the next state based upon the response you choose.

I'm not sure that's a possibility out of the box. It would make for a nice enhancement request.

[dxor]

Basically, you don't want to have to select the next state based upon the response you choose.

Yes, this is my target. Thanks a lot for your explanation.

I'm not sure that's a possibility out of the box. It would make for a nice enhancement request.

Do I have to consider to amend my topic title to include [SOLVED] even if there's not a resolution now?

Have a nice day,good bye
Dxor

[crythias]

Do I have to consider to amend my topic title to include [SOLVED] even if there's not a resolution now?

Did you consider it?

No, you don't have to put [SOLVED], even if it was solved. It's just a nice optional way to let people know that the question was satisfactorily answered.

Your request, however, is not without merit. The options I've already given are the built-in ways to mitigate your request. That is to say, "Replies" are generally followups, and "Close" is supposed to handle "resolved."

However, I'm in agreement with you that the "Close" interface should/could optionally be more of a "Reply" than a "Note".