Hi all,
just for your information...
With PostmasterFollowUpState you can set a state that should be assigned
to tickets that received a follow-up.
For me, it's very important to distinguish between follow-ups on opened
and already closed tickets - that's not possible with OTRS.
So I mad the following extension to realize different follow-up-states:
Added to ~/Kernel/Config/Files/Ticket.xml
to make a new follow-up-state for closed tickets available over the
SysConfig-GUI.
##_ extra Status fuer die Wiedereroeffnung geschlossener Tickets
<ConfigItem Name="PostmasterFollowUpStateClosed" Required="1"
Valid="1">
<Description Lang="en">The state if a ticket got a followup and
was closed.</Description>
<Description Lang="de">Status fr ein Ticket, für das ein
Followup eintrifft das derzeit geschlossen ist.</Description>
<Group>Ticket</Group>
<SubGroup>Core::PostMaster</SubGroup>
<Setting>
<String Regex="">open</String>
</Setting>
</ConfigItem>
##_ ende
Edited ~/Kernel/System/PostMaster/FollowUp.pm about line 100
to consider the new parameter.
$Self->{LogObject}->Log(
Priority => 'notice',
Message => "Ticket [$Param{Tn}] unlocked, current owner is
invalid!",
);
}
# set state
##_ FollowUpState soll unterschiedlich sein, je nachdem ob Ticket
bereits geschlossen ist oder nic
ht
##_ my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState')
|| 'open';
my $State = $Self->{ConfigObject}->Get($Ticket{StateType} =~
/^close/i ? 'PostmasterFollowUpStateClosed' : 'PostmasterFollowUpState')
|| 'open';
##_ Ende
if ($GetParam{'X-OTRS-State'}) {
$State = $GetParam{'X-OTRS-State'};
}
That's all - it works fine.
With this posting, I hope that this feature would be implemented in some
future official releases of OTRS.
Bye, Alex
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