Reopen ticket with state created such as "closed".

[amdkryn]

I created the state "Waiting" like "Closed" (via AdminState) and now I need the tickets with the status "Waiting" are reopened (in the same way that the "closed successful") but is not working.

If the ticket status is "closed successful", the ticket is reopened. When "Waiting" does not reopen. Both are in the same queue.

The setting 'Ticket -> Core :: PostMaster -> PostmasterFollowUpStateClosed' allows two values, something like "closed, waiting" ?

Thanks

[amdkryn]

Someone?

[crythias]

I created the state "Waiting" like "Closed" (via AdminState)

What is the state Type of Waiting?

[amdkryn]

It is in the "closed" state type.

Thanks

[amdkryn]

No one had the same need?

[seberget2]

No one had the same need?

I don't know, as I don't understand your use case to its full extent. However I've create two states Open Awaiting Fix which is of type pending reminder and Open Awaiting Change which is of type closed.

Open Awaiting Fix is used if we need to fix a critical bug in our software and we have promised a resolution date. The resolution date is typically set as the pending time. The other is used when we have received a bug report or feature request and have registered it toward our R & D department. As seen from support this ticket is closed, we can't do anything with it. When a new release is made, OTRS gets notifications from our release system and changes the state of the Open Awaiting Change and Open Awaiting Fix to Open, unlocks it and changes the owner to the default one.

This is how we have extended the states in OTRS. The usage of the extra states are partly automated through the use of GenericAgent (events) and integrations (done by us and third party).

[crythias]

Waiting should be a pending or open state.

[amdkryn]

Ok, so it's not possible. Therefore, only tickets with pending or closed status have the status changed to receive an e-mail?

[crythias]

Ok, so it's not possible. Therefore, only tickets with pending or closed status have the status changed to receive an e-mail?

I do not follow the question. The followup state is what is applied on followup (from customer) no matter what state is current, except if closed and queue is set to follow-up on close other than possible.