I'm using OTRS 5.0.23
I'm trying to add a new ticket state type, we would love to have an extra type called 'resolved' to enable us to use a more advanced flow for closing a ticket.
The idea is the following: the agent would set the ticket to the status 'resolve' when the ticket is deemed resolved whereafter the customer has x amount of time to reply and update in case it is not solved.
I originally tried to just create a state called 'resolved', but under the state type 'closed', except that we than run into the issue that the customer is not able to add extra information when we define our follow-up method on the queue as 'reject' (because the state type of 'resolved' is already 'closed').
According to the admin manual, it should be sufficient to add an extra row to the ticket_state_type table using the following query
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insert into ticket_state_type (name,comments) values ('resolved','all resolved ticket states');
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ERROR 1452 (23000): Cannot add or update a child row: a foreign key constraint fails (`otrs`.`ticket_state_type`, CONSTRAINT 'FK_ticket_state_type_create_by_id` FOREIGN KEY (`create_by`) REFERENCES `users` (`id`))
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insert into ticket_state_type (name,comments,create_by,change_by) values ('resolved','All resolved state types','1','1');
The admin manual than states that it should now be possible to use that newly created state type.
However, I don't see the extra option when creating/editing a ticket state.
Because I'm curious I changed the name of an existing one in the table (don't worry, I'm using our test environment) and it did not change either.
Is there another file or sysconfig item that I need to change before I can use this ticket state? Am I overlooking something?
I've already restarted the services and rebooted the whole server, just in case.
According to the admin manual, the insert should be enough.
Thanks for helping me!