ticket Status to "Resolved"

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nicolay
OTRS newbie
Posts: 8
Joined: 20 Feb 2020, 13:37
OTRS Version?: 6.00
Real Name: Nicolay
Company: Oasis smart sim

ticket Status to "Resolved"

Post by nicolay »

Hello,
I have a question about the ticket status .
we have a few status :
New
Open
Pending reminder
Pending auto close-
Pending auto close+
Merged
Removed
Closed Successful

But, if we closed the ticket , we cannot re-open it . Do you know if we can chose the Resolve status ( waiting approved from user ) , and user can closed the ticket


Does anyone have a solution?

Thank you

Dominique

RStraub
OTRS guru
Posts: 2206
Joined: 13 Mar 2014, 09:16
OTRS Version?: 6.0.14
Real Name: Rolf Straub

Re: ticket Status to "Resolved"

Post by RStraub »

Why can't you reopen a ticket? This is probably a configuration issue then.

OTRS distinguishes between status and status type.

Where the status type is (amongst others):
- Open
- Pending
- Closed

And the status then may be of any of those types. So if you want a resolved state, what type should it be? You can either leave it open or as pending reminder and a date far off in the future.

I would recommend however to use auto close+ and set it to 14 - 21 days in the future as default, so you don't have alot of "dead" but open tickets in the system.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

alexus
OTRS expert
Posts: 299
Joined: 20 Sep 2010, 16:54
OTRS Version?: ITSM 6.0.22
Real Name: Alexey Yusov
Company: Radiant System Group s.r.o
Location: Prague
Contact:

Re: ticket Status to "Resolved"

Post by alexus »

Hi,
Just create a new ticket state "Resolved" with state type "pending auto +". If customer not answer ticket will be closed. Additional setup is need here /otrs/index.pl?Action=AdminSystemConfiguration;Subaction=View;Setting=Ticket%3A%3AStateAfterPending
Alexey Yusov

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