Hi all, On Dec 22, 2010, at 08:42 , Lars Jørgensen wrote:
> Adding a note won't change the state (at least not in 2.4, I don't know if > this behaviour is changed in 3.0). OTRS believes a ticket is new until an > agent has contacted the customer in some way, either by mail or phone (both > from within OTRS). Then it is changed to the open state. Not quite. You are right about the reason that the out-of-the box settings does not allow for this. However you can configure this in the the Sysconfig. Search for note, look for Frontend::Agent::Ticket::ViewNote and here you can set the setting that allows agents to change the status via a note! Here a short video (http://www.youtube.com/watch?v=8D-hf4WwnCE). Sincerely, ///shawn --------------------------------------------------------------------- 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
