It's possible to change or add ticket states. There are two important options, state-name and state-type.
The default state-types are 'new', 'open', 'closed', 'pending reminder', 'pending auto' and 'removed'.
Each state needs to have a name (state-name) and a type (state-type). The name is free settable.
Use the Admin-Interface (Status defs) if you want to change or add ticket states.
Take care that you also update some config options if you changed/rename the state "new". Add to you Kernel/Config.pm:
[...] # PostmasterDefaultState # (The default state of new tickets.) [default: new] $Self->{PostmasterDefaultState} = 'new'; [...] |
Take care that you also update some config options if you changed/rename the state "open". Add to you Kernel/Config.pm:
[...] # default phone new state $Self->{PhoneDefaultNewNextState} = 'open'; # PostmasterFollowUpState # (The state if a ticket got a follow up.) [default: open] $Self->{PostmasterFollowUpState} = 'open'; [...] |