Next ticket state after customer panel reply

Moderator: crythias

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sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Next ticket state after customer panel reply

Post by sujeeva » 29 Aug 2016, 19:27

Dear Friends,

I enabled reply facility for customers through customer panel so that they can review their requests and send followups through web panel. I want to keep ticket next state neutral post to a customer panel reply. However, I couldn't do it with below settings:

Ticket::Frontend::CustomerTicketZoom###State=No
Ticket::Frontend::CustomerTicketZoom###StateDefault= Doesn't allow to keep this empty
Ticket::Frontend::CustomerTicketZoom###StateType= removed all states
Ticket::Frontend::CustomerTicketZoom###AttributesView= Disabled state

Any idea how can I keep next ticket state as it is post to a customer panel reply?
Best Regards,
Sujeeva Tissaarachchi

crythias
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Re: Next ticket state after customer panel reply

Post by crythias » 31 Aug 2016, 16:02

Neutral is generally "open".
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sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Next ticket state after customer panel reply

Post by sujeeva » 01 Sep 2016, 08:20

Hi crythias,

Thanks for the reply. I meant that I need to keep the current status as it is even after customer followup through customer panel.

My Example: I have added new status "Waiting". So I need to keep the status as it is even after customer followup note
Best Regards,
Sujeeva Tissaarachchi

sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Next ticket state after customer panel reply

Post by sujeeva » 02 Sep 2016, 10:33

I think this functionality is good.

My Example : A ticket status is "Waiting". Followup note would change the ticket status to "Open" so that assigned agent will have act on it and put it back to "Waiting"

Please mark this as resolved
Best Regards,
Sujeeva Tissaarachchi

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