Problem with new state of type "open"

[celine]

Hello,

In order to see more easyly the reopened tickets due to a customer follow-up, I created a new state "reopened" with the state type "open".
I change the customizing in the admin area in order to set this state when a ticket is reopened and I activated an owner notification when a ticket change its status to "reopened".
All works perfectly.

However, even though this status has the type "open", I did not see the tickets with this status in the Dashboard in the list of open tickets. in the status view, thse tickets appeared as "closed".
All works as the status has the type "closed", but it is not the cas (I even look directly with SQL request that the type of my status was really "open" in the Database).

Does someone already meet this problem or has someone an idea to solve that ?
Thanks in advance,

Céline

[mshi]

I had got the similar issue like you have.

I suggest you to change the search filter for the dashlet "open" in dashboard as the following:

DashboardBackend###0130-TicketOpen
Key: Attributes
Contents: States=open;States=reopen

Good Luck,

Mshi

[root]

I had got the similar issue like you have.

I suggest you to change the search filter for the dashlet "open" in dashboard as the following:

DashboardBackend###0130-TicketOpen
Key: Attributes
Contents: States=open;States=reopen

Good Luck,

Mshi

I recommend to use StateType=open instead of States to prevent future issues.

[celine]

I had got the similar issue like you have.

I suggest you to change the search filter for the dashlet "open" in dashboard as the following:

DashboardBackend###0130-TicketOpen
Key: Attributes
Contents: States=open;States=reopen

Good Luck,

Mshi
I had got the similar issue like you have.

I suggest you to change the search filter for the dashlet "open" in dashboard as the following:

DashboardBackend###0130-TicketOpen
Key: Attributes
Contents: States=open;States=reopen

Good Luck,

Mshi

Thanks a lot, it works !
It also change in the Status view : I see now in the open tickets instead of the closed tickets.

I recommend to use StateType=open instead of States to prevent future issues.

I know that it is better but as said in my thread, it did not work as wished.

[root]

I recommend to use StateType=open instead of States to prevent future issues.

I know that it is better but as said in my thread, it did not work as wished.

Sorry, the term state was not clear enough - for me. Then I suggest you to file a bug via http://bugs.otrs.org

Regards, Roy