How to change default behavior

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wiegandr
Znuny newbie
Posts: 32
Joined: 23 Jun 2016, 08:55
Znuny Version: OTRS5
Real Name: Ralf Wiegand
Company: TML Technologies

How to change default behavior

Post by wiegandr »

Hello Group - We are having a large number of customer service agents using our OTRS system.
Here is the question:
How can I change the default behavior when a agent assigned a new Owner for a ticket. At the moment the ticket will stay as "NEW", but I would like to have it show to be "OPEN" instead. This way the agents can see in the dashboard that the ticket has been looked at. So "new" tickets are ticket who haven't been touched at all.

Second, I want to add a dynamic field if a agent reply's to an email ticket from a customer.

Thank you for your help.
Ralf
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