I'm not sure I would call it a "bad entry", but the one that gets chosen
by default (I think because it is simply alphabetically first) is a
"closed" state type.
On 1/6/2014 10:54 PM, Gerald Young wrote:
What is the state type of the bad entry?
On Mon, Jan 6, 2014 at 11:39 PM, Nick Bright <nick.bri...@valnet.net
<mailto: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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-----------------------------------------------
- Nick Bright -
- Vice President of Technology -
- Valnet -=- We Connect You -=- -
- Tel 888-332-1616 x 315 / Fax 620-331-0789 -
- Web http://www.valnet.net/ -
-----------------------------------------------
- Are your files safe? -
- Valnet Vault - Secure Cloud Backup -
- More information& 30 day free trial at -
- http://www.valnet.net/services/valnet-vault -
-----------------------------------------------
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