Re: Ticket state transition New -> Open
Gerald Young <[email protected]> Fri, 3 Apr 2020 01:43:50 -0400
| Newsgroups | gmane.comp.otrs.user |
|---|---|
| Message-ID | <CAKk-oULduEDLM_wPnrC_N1nyKnNFO-JscYeYa+VifXYv6r3kbA@mail.gmail.com> |
--===============5771482297458676970== Content-Type: multipart/alternative; boundary="000000000000ad090405a25c6740" --000000000000ad090405a25c6740 Content-Type: text/plain; charset="UTF-8" Hello, In the default configuration, any outbound action contacting the customer will open the ticket. On Thu, Apr 2, 2020 at 5:54 PM Nick Bright <[email protected]> wrote: > What conditions will transition a ticket from New to Open? Is it only an > outbound phone call or outbound email? I know that a note doesn't, and an > inbound email doesn't; but I thought an inbound phone call would transition > the ticket state from New to Open if recorded by an agent. > > If there's a relevant page in the documentation about this, a link would > be helpful. > > Thanks, > -- > --------------- > Nick Bright - VICE PRESIDENT OF TECHNOLOGY > > P: 888.332.1616 W: valnet.net F: Facebook > <https://www.facebook.com/ValnetISP/> > This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to whom they are addressed. > If you have received this email in error please notify the system manager. > This message contains confidential information and is intended only for the > individual named. If you are not the named addressee you should not > disseminate, distribute or copy this e-mail. Please notify the sender > immediately by e-mail if you have received this e-mail by mistake and > delete this e-mail from your system. If you are not the intended recipient > you are notified that disclosing, copying, distributing or taking any > action in reliance on the contents of this information is strictly > prohibited. > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > --000000000000ad090405a25c6740 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable <div dir=3D"ltr">Hello,<div><br></div><div>In the default configuration, an= y outbound action contacting the customer will open the ticket.</div><div><= br></div><div><br></div></div><br><div class=3D"gmail_quote"><div dir=3D"lt= r" class=3D"gmail_attr">On Thu, Apr 2, 2020 at 5:54 PM Nick Bright <<a h= ref=3D"mailto:[email protected]">[email protected]</a>> wrote:= <br></div><blockquote class=3D"gmail_quote" style=3D"margin:0px 0px 0px 0.8= ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"> =20 =20 =20 <div> <p>What conditions will transition a ticket from New to Open? Is it only an outbound phone call or outbound email? I know that a note doesn't, and an inbound email doesn't; but I thought an inbou= nd phone call would transition the ticket state from New to Open if recorded by an agent.</p> <p>If there's a relevant page in the documentation about this, a link would be helpful.</p> <p>Thanks,<br> </p> <div>-- <br> --------------- =20 =20 =20 =20 =20 =20 =20 =20 =20 <table style=3D"border-collapse:separate;border-color:gray" cellspaci= ng=3D"0" cellpadding=3D"0" border=3D"0"> <tbody style=3D"display:table-row-group;vertical-align:middle;borde= r-color:inherit" valign=3D"middle"> <tr style=3D"display:table-row;vertical-align:inherit;border-colo= r:inherit" valign=3D"inherit"> <td style=3D"vertical-align:inherit;display:inline-block;min-wi= dth:60px;max-width:100%;padding-bottom:10px;padding-right:10px" valign=3D"i= nherit"><img src=3D"https://valnet.net/wp-content/uploads/2020/01/email-sig= nature.png" alt=3D"" style=3D"outline: none; text-decoration: none; border:= none;" width=3D"60" height=3D"60"></td> <td style=3D"vertical-align:inherit;display:inline-block;min-wi= dth:300px;max-width:100%" valign=3D"inherit"> <table style=3D"border-collapse:separate;border-color:gray" w= idth=3D"100%" cellspacing=3D"0" cellpadding=3D"0" border=3D"0"> <tbody style=3D"display:table-row-group;vertical-align:midd= le;border-color:inherit" valign=3D"middle"> <tr style=3D"display:table-row;vertical-align:inherit;bor= der-color:inherit" valign=3D"inherit"> <td style=3D"display:table-cell;vertical-align:inherit;= padding-bottom:7px" valign=3D"inherit"><span style=3D"font-family:Ubuntu,Ar= ial,sans-serif;font-size:16px;line-height:18px;font-weight:600;color:rgb(0,= 0,0);text-transform:uppercase">Nick Bright - VICE PRESIDENT OF TECHNOLOGY</span> <span style=3D"font-= family:Ubuntu,Arial,sans-serif;font-size:14px;line-height:16px;font-weight:= 500;color:rgb(0,0,0);text-transform:capitalize"></span></td> </tr> <tr style=3D"display:table-row;vertical-align:inherit;bor= der-color:inherit" valign=3D"inherit"> <td style=3D"display:table-cell;vertical-align:inherit;= height:2px;line-height:2px;font-size:2px" valign=3D"inherit" height=3D"2" b= gcolor=3D"#3b9cef">=C2=A0</td> </tr> <tr style=3D"display:table-row;vertical-align:inherit;bor= der-color:inherit" valign=3D"inherit"> <td style=3D"display:table-cell;vertical-align:inherit;= padding-top:7px" valign=3D"inherit"> <table style=3D"border-collapse:separate;border-color= :gray" width=3D"100%" cellspacing=3D"0" cellpadding=3D"0" border=3D"0"> <tbody style=3D"display:table-row-group;vertical-al= ign:middle;border-color:inherit" valign=3D"middle"> <tr style=3D"display:table-row;vertical-align:inh= erit;border-color:inherit" valign=3D"inherit"> <td style=3D"display:table-cell;vertical-align:= inherit" valign=3D"inherit"><span style=3D"font-family:Ubuntu,Arial,sans-se= rif;font-size:12px;line-height:14px;font-weight:600;color:rgb(59,156,239);t= ext-transform:uppercase">P: </span><span style=3D"font-family:Ubuntu,Arial,= sans-serif;font-size:12px;line-height:14px;font-weight:400;color:rgb(0,0,0)= ">888.332.1616</span></td> <td style=3D"display:table-cell;vertical-align:= inherit" valign=3D"inherit"><span style=3D"font-family:Ubuntu,Arial,sans-se= rif;font-size:12px;line-height:14px;font-weight:600;color:rgb(59,156,239);t= ext-transform:uppercase">W: </span><a href=3D"https://valnet.net" style=3D"= color:rgb(0,0,0);text-decoration:none" target=3D"_blank"><span style=3D"fon= t-family:Ubuntu,Arial,sans-serif;font-size:12px;line-height:14px;font-weigh= t:400;color:rgb(0,0,0)">valnet.net</span></a></td> <td style=3D"display:table-cell;vertical-align:= inherit" valign=3D"inherit"><span style=3D"font-family:Ubuntu,Arial,sans-se= rif;font-size:12px;line-height:14px;font-weight:600;color:rgb(59,156,239);t= ext-transform:uppercase">F: </span><a href=3D"https://www.facebook.com/Valn= etISP/" style=3D"color:rgb(0,0,0);text-decoration:none" target=3D"_blank"><= span style=3D"font-family:Ubuntu,Arial,sans-serif;font-size:12px;line-heigh= t:14px;font-weight:400;color:rgb(0,0,0)">Facebook</span></a></td> </tr> </tbody> </table> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table> =20 =20 <br> <font color=3D"grey">This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.</font></div> </div> ---------------------------------------------------------------------<br> OTRS mailing list: otrs - Webpage: <a href=3D"http://otrs.org/" rel=3D"nore= ferrer" target=3D"_blank">http://otrs.org/</a><br> Archive: <a href=3D"http://lists.otrs.org/pipermail/otrs" rel=3D"noreferrer= " target=3D"_blank">http://lists.otrs.org/pipermail/otrs</a><br> To unsubscribe: <a href=3D"http://lists.otrs.org/mailman/listinfo/otrs" rel= =3D"noreferrer" target=3D"_blank">http://lists.otrs.org/mailman/listinfo/ot= rs</a><br> </blockquote></div> --000000000000ad090405a25c6740-- --===============5771482297458676970== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs --===============5771482297458676970==--