What is the state type of the bad entry?
On Mon, Jan 6, 2014 at 11:39 PM, Nick Bright <nick.bri...@valnet.net> wrote:
> 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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