TicketStateSet in process management Otrs 6.0.10

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guillermoceballos
OTRS newbie
Posts: 9
Joined: 19 Oct 2018, 13:34
OTRS Version?: OTRS 6.0.10

TicketStateSet in process management Otrs 6.0.10

Post by guillermoceballos » 07 Nov 2018, 10:42

Hi:
I have a process that requires changing the activities with change from "open" state type named "open in state 1" to "open in state 2" ( olso "open" type) for statistical reasons, want to measure time in open state ... I think the system does not allow me changes from an open state to other open state through TicketSateSet.... first time works....but second time not ?!?!? :-( :(

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christianclavet
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Re: TicketStateSet in process management Otrs 6.0.10

Post by christianclavet » 08 Nov 2018, 21:37

Hi, From what I know from states even if you create 10 types of open states, their types remain "open".

Have you looked at the ticket history about the state changes? If your process action is ok, it should change the state. But certain mechanics of OTRS will only check the state type and not the name. Depending on what you need to do at the end.

For a test, you could try to set open state 1 as a new type, and open state 2 as open type.
It might work, but the open state 1 as new type, will be treated by the system as a new ticket (Notifications,etc)
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guillermoceballos
OTRS newbie
Posts: 9
Joined: 19 Oct 2018, 13:34
OTRS Version?: OTRS 6.0.10

Re: TicketStateSet in process management Otrs 6.0.10

Post by guillermoceballos » 14 Nov 2018, 10:14

THX.

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