In my OTRS installation, tickets created by inbound e-mails are in the state "new" and have the Owner "OTRS ticket system".
Now an agent picks up a ticket by changing the owner, but the ticket remains in the state "new" until an outbound e-mail or note is sent.
This is by design as far as i understood.
What i need in my setup is that if the owner changes, the ticket state should be automatically set from "open" to "new".
I don't want that the agent needs to first pick up the ticket and then has to write a note like "changed state" only to set the state to "open".
How to achieve this?
Best,
Thomas
