> 2. I'm making up template answers for different queues. Every > time you open > such an answer you can also change the next state of the > ticket after this > answer is sent. Is there a way to limit the list of possible > states for each > different template? Or at least specify the default next > state for each template?
You can't do it on a template level (maybe with ACLs, I haven't tried) but it is easily done on a global level in OTRS. Go to Admin -> Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose Scroll down to Ticket::Frontend::AgentTicketCompose###StateType and enter the states you want the agents to be able to select when composing a follow-up email. -- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
