My tickets still are 'new'

[mdo1]

Hello,
it's my first post on this forum and first in English, that I'm sorry for my bad language.

I've problem with change stats of ticket, I set owner and queue but ticket still is 'new', I expect that it must change stats to 'open'.
I'm correct?

I don't fing any similiar problem in any another post.

My OTRS version - 2.4.7 on MySQL

[peter_sk]

In SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewOwner, check the parameter: Ticket::Frontend::AgentTicketOwner###State:
It should be enabled and set to YES. (as far as I remember this is disabled by default)

The next two fields within the same config area define:
Ticket::Frontend::AgentTicketOwner###StateType: - Possible next states of a ticket
Ticket::Frontend::AgentTicketOwner###StateDefault: - Default next state of a ticket - set this to "open".

Check these two also.

Regards
Peter

p.s. there is nothing wrong with your English...

[mdo1]

Thank for Your answer .

> Ticket::Frontend::AgentTicketOwner###State

I set YES, but i think for it only is possibly set state if agent creale a ticket, I'm test ticket created by customer

> Ticket::Frontend::AgentTicketOwner###StateType: - Possible next states of a ticket
> Ticket::Frontend::AgentTicketOwner###StateDefault: - Default next state of a ticket - set this to "open".

I see it and in my opinion it's look good.

I'm still testing , and I saw, that if I set manualy owner (option of the top) that owner change and stat it's change to 'open' but
if I only lock ticket I'm a new owner but stat of ticket isn't change - it's still new

Change Ticket::Frontend::AgentTicketOwner###RequiredLock: to YES don't change behavior otrs in this question.

Regards,
Mariusz

[crythias]

You could also check
in Config Options: Ticket -> Core::Ticket

Ticket::EventModulePost###1-ForceStateChangeOnLock:
Ticket event module to force a new ticket state after lock action. As key you have to define the current state and the next state as content after lock action.

key: new
content: open

[mdo1]

Thank Crythias a lot
Now it's work correct.
This key was in my configuration but it was not checked.