I don't know what made me think of it, but the problem was one of case
sensitivity.
"Open" is not "open".
the SysConfig parameters specify "open", but someone had changed the
State to "Open" at some point in the past.
After changing the case to "open", when creating a new ticket, it
defaults to the correct 'open' state.
On 1/6/2014 10:56 PM, Nick Bright wrote:
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 -
- Webhttp://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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--
-----------------------------------------------
- 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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