Hello James,
If you define a new state as open I think you can set it only by responding to the customer or by adding the Phone Call. Using the phone call you have all state options enabled and you do not need to send a message to the customer.
Getting back to your implementation please make
I created my states and left defined them as open (which doesn't show up in the
field if I'm following you). I see pending and close in the menu selection (in
zoom). I think if I change them to a 'pending' state type I could then see them.
I wanted to have a state that let's the service desk know
Hello James,
what kind of version are you using?
If you are using Version 2.0.x, you can go to the Admin tab
SysConfig::Group Ticket->
Frontend::Agent::Ticket::ViewNote->icket::Frontend::NoteSetState: and
change it to yes.
So now you can change the state of a Ticket by adding a note.
Hth
Markus Na
Hello James,
yes you can, at least I can do it in my installation.
What version do you use?
While creating a new state you have to define the type: closed, pending, open, new, merged, etc .
Let's say you have new state: "wait for customer" (pending type). You will be able to set this state i
Hello All,
Is there any other way to change the state of a ticket other than creating or
contacting a customer? I created a couple of new states but can only see them
when I contact someone.
I would like to see these fields in the zoom view.
Thanks,
James
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