inserting an internal note you can change the next status of the ticket, doing this you can explain either why ... ;)
For the second question I think that depends on your org. In my case, agents knows that they have to solecitate something to someone...In other case, otherwise we put them in auto close (+/-) HTH MV On Mon, Apr 26, 2010 at 4:49 PM, Edmond Chan <ccedm...@gmail.com> wrote: > Hi all, > > Can agent change the status of a pending ticket to "open"? > > I can NOT find any action in agent ticket zoom in page to change the status > of a pending ticket (status: pending reminder, pending close+ or pending > close-) to "open". > > Per the original OTRS ticket status design, which action is agent supposed > to take when pending time of a pending reminder ticket has been reached? > What is the expected next status of a pending reminder ticket? > > Thank you! > > -- > Best regards, > > Edmond Chan > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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