> I'd like to set status automatically to OPEN, once a ticket is LOCKED, so that I don't need to answer the tickets in order to change its status from NEW to OPEN. Yes, SysConfig Ticket -> Core::Ticket [x] Ticket::EventModulePost###130-ForceStateChangeOnLock
The rational behind not changing new is that all open tickets assume first human contact has been made with the customer. On Sat, Apr 5, 2014 at 1:00 PM, André Cavalcante <treba.an...@gmail.com>wrote: > Hi there, > > I'd like to set status automatically to OPEN, once a ticket is LOCKED, so > that I don't need to answer the tickets in order to change its status from > NEW to OPEN. > > Do I need an ACL ou a Generic agent? > > -- > > *André Luiz C. e Cavalcante, PMP* > > > --------------------------------------------------------------------- > 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 >
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