:D funny
On Tue, Jan 7, 2014 at 7:00 AM, Nick Bright <nick.bri...@valnet.net> wrote:
> I don't know what made me think of it, but the problem was one of case
> sensitivity.
>
> "Open" is not "open".
>
> the SysConfig parameters specify "open", but someone had changed the State
> to "Open" at some point in the past.
>
> After changing the case to "open", when creating a new ticket, it defaults
> to the correct 'open' state.
>
>
> On 1/6/2014 10:56 PM, Nick Bright wrote:
>
> I'm not sure I would call it a "bad entry", but the one that gets chosen
> by default (I think because it is simply alphabetically first) is a
> "closed" state type.
>
> On 1/6/2014 10:54 PM, Gerald Young wrote:
>
> What is the state type of the bad entry?
>
>
> On Mon, Jan 6, 2014 at 11:39 PM, Nick Bright <nick.bri...@valnet.net>wrote:
>
>> Greetings,
>>
>> In our OTRS installation some years ago, we configured several custom
>> "close" states.
>>
>> Since then we have been putting up with (unable to solve) a problem where
>> ALL new tickets want to start with a "Next Ticket State" of the first in
>> the list of these custom close states.
>>
>> As you can imagine, this creates a problem where new tickets are created
>> as closed if the agent isn't vigilant!
>>
>> I have verified configurations more times than I can count. There is
>> absolutely NOT A SINGLE piece of configuration that should be responsible
>> for this, and yet it is happening.
>>
>> So my question for the list is -
>>
>> What weird, off the wall, shouldn't-happen-but-it-does ways of impacting
>> the default Next Ticket State of *ALL *(*both phone and email*) new
>> tickets created* through the agent UI* be set to a value other than that
>> specified in the SysConfig parameters?
>>
>> Permissions?
>> Missing settings somewhere else?
>> Something making type "open" not function properly?
>> Cats with lasers?
>>
>> ZZZAuto.pm:
>> $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} =
>> 'open';
>> $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open';
>> $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open';
>> $Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open';
>> $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} =
>> 'open';
>>
>> --
>> -----------------------------------------------
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>
>
>
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> --
> -----------------------------------------------
> - Nick Bright -
> - Vice President of Technology -
> - Valnet -=- We Connect You -=- -
> - Tel 888-332-1616 x 315 / Fax 620-331-0789 -
> - Web http://www.valnet.net/ -
> -----------------------------------------------
> - Are your files safe? -
> - Valnet Vault - Secure Cloud Backup -
> - More information& 30 day free trial at -
> - http://www.valnet.net/services/valnet-vault -
> -----------------------------------------------
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>
> --
> -----------------------------------------------
> - Nick Bright -
> - Vice President of Technology -
> - Valnet -=- We Connect You -=- -
> - Tel 888-332-1616 x 315 / Fax 620-331-0789 -
> - Web http://www.valnet.net/ -
> -----------------------------------------------
> - Are your files safe? -
> - Valnet Vault - Secure Cloud Backup -
> - More information& 30 day free trial at -
> - http://www.valnet.net/services/valnet-vault -
> -----------------------------------------------
>
>
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