Hi Adam,
if I understood it correctly, you want to change the ticket state of
an already existing ticket by using an agent follow up?
If it is so, you can do this by using "X-OTRS-FollowUp-State" or in
case you want also to update service+sla "X-OTRS-FollowUp-Service", "X-
OTRS-FollowUp-SL
Hi,
I am in the process of reviewing OTRS with the aim of piloting soon.
Most of the configuration options work well and suit my requirements,
however there is one that I cannot get to work, I have not found any
information relating to this problem on the web.
I have tried creating the followin
