Hi,
I have a suggestion for OTRS, probably someone wants to implement this:
When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state.
For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'),
but the state is of course still 'open'.
Best regards,
Sascha Rommelfangen
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