Notes won't (by default and purpose) change state, but correspondence in either direction *can* change if Next State is chosen. Or, if State is added to Note via SysConfig, State can be modified on add note.
On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni <giovanni.mell...@enav.it> wrote: > Hi list, > I need some clarification about the "pending reminder" behavior in OTRS 3.3 > > I need to understand when a ticket that is in a "pending reminder" state > can exit from this state. > I tried to find some hint on the online documentation at > https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html > but found nothing. > > If a ticket is in a pending reminder state (expired or not) when someone > sends an email (email-external input) the ticket goes to open state, and > that's fine to me. > But, if I want to change the state of the ticket as agent I cannot move it > to an open state (or a different one). Nor internal-note or external-note > added can change the ticket state. > > Is this the right behavior? How can I move from pending-reminder to open > state without external input? > > Tks for your help, > Giovanni > > -- > *Giovanni Mellini* > Funzione Security > > *ENAV S.p.A.* > Via Salaria 716 - 00138 Roma - Italia > Cell. +39 366 9254829 > Uff. +39 06 8166 4203 > giovanni.mell...@enav.it > www.enav.it > > > > > ------------------------------- > > Message for the recipient only, if received in error, please notify the > sender and read www.enav.it/disclaimer > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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