Greetings,
In our OTRS installation some years ago, we configured several custom
"close" states.
Since then we have been putting up with (unable to solve) a problem
where ALL new tickets want to start with a "Next Ticket State" of the
first in the list of these custom close states.
As you can imagine, this creates a problem where new tickets are created
as closed if the agent isn't vigilant!
I have verified configurations more times than I can count. There is
absolutely NOT A SINGLE piece of configuration that should be
responsible for this, and yet it is happening.
So my question for the list is -
What weird, off the wall, shouldn't-happen-but-it-does ways of impacting
the default Next Ticket State of *ALL *(/both phone and email/) new
tickets created/through the agent UI/ be set to a value other than that
specified in the SysConfig parameters?
Permissions?
Missing settings somewhere else?
Something making type "open" not function properly?
Cats with lasers?
ZZZAuto.pm:
$Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} = 'open';
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open';
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open';
$Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open';
$Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open';
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