New tickets/open tickets

[fisk5]

Hello
All my tickets are in the New ticket, how do you open them and change them to the "open tickets" area?

[SLESSARD]

New / Open is related to your state type which is set within your Admin::System::Status interface

example: if you define the custom Status: Assigned, Analyzing, etc with State Type = Open they will appear in your Open section

page 85 (section 5.11 States) of the Admin Guide

[fisk5]

hmm ok, a other thing i havnt really understand, is when you open a ticket and want to answer it, sometimes the drop down menu only has a button called replay, and it dont happand anything when you press it, and sometimes you can find other stuff in that drop down menu. What determinates when you can answer stuff and when you cant?

[SLESSARD]

Please provide print screens / more info to understand what the issue is

[fisk5]

http://img39.imageshack.us/i/123rk.png/

[jojo]

You need to assign Responses to Queues via Admin Interface