11/5/2015

Ticketsettings

Ticketsettings
Articlenavigation
TicketStates
Predefinedstates

Hide

TicketStates
Predefinedstates

New

OTRSallowsyoutochangepredefinedticketstatesand

Open

theirtypes,orevenaddnewones.Twoattributesare

Pendingreminder

importantforastate:thestatenameandthestatetype.

Pendingautoclose
Pendingautoclose+
Merged
ClosedSuccessful
ClosedUnsuccessful
Customizingstates
Ticketpriorities
TicketResponsibility&Ticket
Watching
TicketResponsibility
Ticketwatching

ThedefaultstatesofOTRSare:'closedsuccessful','closed
unsuccessful','merged','new','open','pendingautoclose+',
'pendingautoclose','pendingreminder'and'removed'.

New
Ticketsareusuallyinthisstatewhencreatedfromincoming
emails.

Open
Thisisthedefaultstateforticketsassignedtoqueuesand
agents.

Pendingreminder
Afterthependingtimehasexpired,theticketownerwillreceiveareminderemailconcerningtheticket.
Iftheticketisnotlocked,thereminderwillbesenttoallagentsinthequeue.Reminderticketswillonly
besentoutduringbusinesshours,andarerepeatedlysentevery24hoursuntiltheticketstateis
changedbytheagent.Timespentbytheticketinthisstatuswillstilladdtowardstheescalationtime
calculation.

Pendingautoclose
Ticketsinthisstatuswillbesetto"ClosedUnsuccessful"ifthependingtimehasexpired.Timespentby
theticketinthisstatuswillstilladdtowardstheescalationtimecalculation.

Pendingautoclose+
Ticketsinthisstatuswillbesetto"ClosedSuccessful"ifthependingtimehasexpired.Timespentby
theticketinthisstatuswillstilladdtowardstheescalationtimecalculation.

Merged
Thisisthestateforticketsthathavebeenmergedwithothertickets.

ClosedSuccessful
Thisistheendstateforticketsthathavebeensuccessfullyresolved.Dependingonyourconfiguration,
youmayormaynotbeabletoreopenclosedtickets.

ClosedUnsuccessful
ThisistheendstateforticketsthathaveNOTbeensuccessfullyresolved.Dependingonyour
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200

1/7

11/5/2015

Ticketsettings

configuration,youmayormaynotbeabletoreopenclosedtickets.

Customizingstates
Everystatehasaname(statename)andatype(statetype).ClickontheStateslinkontheAdminpage
andpressthebutton"Addstate"tocreateanewstate.Youcanfreelychoosethenameofanewstate.
Thestatetypescannotbechangedviathewebinterface.Thedatabasehastobedirectlymodifiedif
youwanttoaddnewtypesorchangeexistingnames.Thedefaultstatetypesshouldtypicallynotbe
modifiedasthiscanyieldunpredictableresults.Forinstance,escalationcalculationsandtheunlock
featurearebasedonspecificstatetypes.
Thenameofanalreadyexistingstatecanbechanged,ornewstatesaddedthroughthisscreen.If
thestate"new"hasbeenchangedviathewebinterface,thischangealsohastobeconfiguredviathe
configfileKernel/Config.pmorviatheSysConfiginterface.Thesettingsspecifiedinthescriptbelow
havetobemodifiedtoensurethatOTRSworkswiththechangedstatefor"new".
[...]
#PostmasterDefaultState
#(Thedefaultstateofnewtickets.)[default:new]
$Self>{PostmasterDefaultState}='new'
#CustomerDefaultState
#(defaultstateofnewcustomertickets)
$Self>{CustomerDefaultState}='new'
[...]

Script:ModifyingtheKernel/Config.pmsettings.
Ifanewstatetypeshouldbeadded,theticket_state_typetableintheOTRSdatabaseneedstobe
modifiedwithadatabaseclientprogram,asshowninthescriptbelow.
linux:~#mysqlp
Enterpassword:
WelcometotheMySQLmonitor.Commandsendwithor\g.
YourMySQLconnectionidis23toserverversion:5.0.16Debian_1log
Type'help'or'\h'forhelp.Type'\c'toclearthebuffer.
mysql>useotrs
Readingtableinformationforcompletionoftableandcolumnnames
YoucanturnoffthisfeaturetogetaquickerstartupwithA
Databasechanged
mysql>insertintoticket_state_type(name,comments)values('own','Own
statetype')
QueryOK,1rowaffected(0.00sec)
mysql>quit
Bye
linux:~#

data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200

2/7

11/5/2015

Ticketsettings

Script:ModifyingtheOTRSdatabase.
Nowitispossibletousethenewstatetypeyoujustcreated.Afterastatehasbeenlinkedwiththis
newstatetype,theOTRSconfigurationalsohastobechangedtoensurethatthenewstateisusable.
JustmodifythefollowingoptionsviaSysConfig:
Ticket>Frontend::Agent::Ticket::ViewPhoneNew>AgentTicketPhone###StateDefaulttodefinethe
defaultnextstatefornewphonetickets.
Ticket>Frontend::Agent::Ticket::ViewPhoneNew>AgentTicketPhone###StateTypetodefinethe
availablenextstatesfornewphonetickets.
Ticket>Frontend::Agent::Ticket::ViewEmailNew>AgentTicketEmail###StateDefaulttodefinethe
defaultnextstatefornewemailtickets.
Ticket>Frontend::Agent::Ticket::ViewEmailNew>AgentTicketEmail###StateTypetodefinethe
availablenextstatesfornewemailtickets.
Ticket>Frontend::Agent::Ticket::ViewPhoneOutbound>AgentTicketPhoneOutbound###Stateto
definethedefaultnextstatefornewphonearticles.
Ticket>Frontend::Agent::Ticket::ViewPhoneOutbound>AgentTicketPhoneOutbound###StateType
todefinetheavailablenextstatesfornewphonearticles.
Ticket>Frontend::Agent::Ticket::ViewMove>AgentTicketMove###Statetodefinethedefaultnext
stateformovingaticket.
Ticket>Frontend::Agent::Ticket::ViewMove>AgentTicketMove###StateTypetodefinetheavailable
nextstatesformovingaticket.
Ticket>Frontend::Agent::Ticket::ViewBounce>StateDefaulttodefinethedefaultnextstateafter
bouncingaticket.
Ticket>Frontend::Agent::Ticket::ViewBounce>StateTypetodefinetheavailablenextstatesinthe
bouncescreen.
Ticket>Frontend::Agent::Ticket::ViewBulk>StateDefaulttodefinethedefaultnextstateinabulk
action.
Ticket>Frontend::Agent::Ticket::ViewBulk>StateTypetodefinetheavailablenextstatesinthe
bulkactionscreen.
Ticket>Frontend::Agent::Ticket::ViewClose>StateDefaulttodefinethedefaultnextstateafter
closingaticket.
Ticket>Frontend::Agent::Ticket::ViewClose>StateTypetodefinetheavailablenextstatesinthe
closescreen.
Ticket>Frontend::Agent::Ticket::ViewCompose>StateDefaulttodefinethedefaultnextstateinthe
Compose(reply)screen.
Ticket>Frontend::Agent::Ticket::ViewCompose>StateTypetodefinetheavailablenextstatesin
theCompose(reply)screen.
Ticket>Frontend::Agent::Ticket::ViewForward>StateDefaulttodefinethedefaultnextstateafter
forwardingaticket.
Ticket>Frontend::Agent::Ticket::ViewForward>StateTypetodefinetheavailablenextstatesinthe
Forwardscreen.
Ticket>Frontend::Agent::Ticket::ViewForward>StateDefaulttodefinethedefaultnextstateofa
ticketinthefreetextscreen.
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200

3/7

11/5/2015

Ticketsettings

Ticket>Frontend::Agent::Ticket::ViewForward>StateTypetodefinetheavailablenextstatesinthe
freetextscreen.
Ticket>Core::PostMaster>PostmasterDefaultStatetodefinethestateofticketscreatedfrom
emails.
Ticket>Core::PostMaster>PostmasterFollowUpStatetodefinethestateofticketsafterafollowup
hasbeenreceived.
Ticket>Core::PostMaster>PostmasterFollowUpStateClosedtodefinethestateofticketsaftera
followuphasbeenreceivedonanalreadyclosedticket.
Ticket>Core::Ticket>ViewableStateTypetodefinethestatetypesthataredisplayedatvarious
placesinthesystem,forexampleintheQueueview.
Ticket>Core::Ticket>UnlockStateTypetodefinethestatetypesforunlockedtickets.
Ticket>Core::Ticket>PendingReminderStateTypetodefinethestatetypeforremindertickets.
Ticket>Core::Ticket>PendingAutoStateTypetodefinethestatetypeforPendingAutotickets.
Ticket>Core::Ticket>StateAfterPendingtodefinethestateaticketissettoafterthePendingAuto
timeroftheconfiguredstatehasexpired.

Ticketpriorities
OTRScomeswithfivedefaultprioritylevelsthatcanbemodifiedviathe"Priorities"linkontheAdmin
page.Whencreatingacustomizedlistofpriorities,pleasekeepinmindthattheyaresorted
alphabeticallyinthepriorityselectionboxintheuserinterface.Also,OTRSordersticketsbyinternal
databaseIDsintheQueueView.
NoteAswithotherOTRSentities,prioritiesmaynotbedeleted,onlydeactivatedbysetting
theValidoptiontoinvalidorinvalidtemporarily.

ImportantIfanewprioritywasaddedorifanexistingonewaschanged,youmightalso
wanttomodifysomevaluesinSysConfig:
Ticket:Core::Postmaster::PostmasterDefaultPrioritydefinesthedefaultpriorityforall
incomingemails.
Ticket:Frontend::Agent:Ticket::ViewPhoneNew:Prioritydefinesthedefaultpriorityin
theNewPhoneTicketscreenforagents.
Ticket:Frontend::Agent:Ticket::ViewEmailNew:Prioritydefinesthedefaultpriorityin
theNewEmailTicketscreenforagents.
Ticket:Frontend::Customer:Ticket::ViewNew:PriorityDefaultdefinesthedefaultpriority
intheNewTicketscreenintheCustomerfrontend.

TicketResponsibility&TicketWatching
FromOTRS2.1on,itispossibletoassignapersonasbeingresponsibleforaticket,inadditiontoits
owner.Moreover,allactivitiesconnectedwiththeticketcanbewatchedbysomeoneotherthanthe
ticketowner.ThesetwofunctionalitiesareimplementedwiththeTicketResponsibleandTicketWatcher
features,andfacilitatetheassignmentoftasksandworkingwithinhierarchicalteamstructures.

TicketResponsibility
data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200

4/7

11/5/2015

Ticketsettings

Theticketresponsiblilityfeaturefacilitatesthecompleteprocessingofaticketbyanagentotherthan
theticketowner.Thusanagentwhohaslockedaticketcanpassitontoanotheragent,whoisnotthe
ticketowner,inorderforthesecondtorespondtoacustomerrequest.Aftertherequesthasbeendealt
with,thefirstagentcanwithdrawtheticketresponsibilityfromthesecondagent.
WiththeconfigurationparameterTicket::Responsible,theticketresponsibilityfeaturecanbeactivated.
Thiswillcause3newlinkstoappearintheticketactivitiesmenuofazoomedticketintheagent
interface.
Ticketresponsibilitycanbeassignedbycallinguptheticketcontentandclickingonthe"Responsible"
linkintheticketactivitiesmenuofazoomedticketintheagentinterface(seetheFigurebelow).

Figure:ChangingtheResponsibilityofaticketinitszoomedview.
Afterclickingon"Responsible",apopupdialogtochangetheresponsibilityofthatticketwillopen
(seeFigurebelow).Thisdialogcanalsobeusedtosendamessagetothenewresponsibleagent.

data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200

5/7

11/5/2015

Ticketsettings

Figure:Popupdialogtochangeaticket'sresponsibility.
Thelistofallticketsforwhichanagentisresponsible,canbeaccessedthroughtheResponsibleview
oftheOTRSagentinterface,assoonastheticketresponsibilityfeaturegetsactivated.

Ticketwatching
FromOTRS2.1on,selectagentssuchassupervisorscanwatchcertainticketswithinthesystem
withoutprocessingthem,byusingtheTicketWatcherfeature.
TheTicketWatcherfeaturecanbeactivatedwiththeconfigurationparameterTicket::Watcherwhich
addsnewlinkstoyouractionstoolbar.UsingTicket::WatcherGroup,oneormoreusergroupswith
permissiontowatchticketscanalsobedefined.
Inordertowatchaticket,gotoitszoomedviewandclickonthe"Subscribe"linkintheticketactivities
menu(seeFigurebelow).

Figure:Subscribingtowatchingaticketinitszoomedview.
Ifyounolongerwanttowatchaspecificticket,gotoitszoomedviewandclickonthe"Unsubscribe"
linkintheticketactivitiesmenu(seeFigurebelow).

data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200

6/7

11/5/2015

Ticketsettings

Figure:Unsubscribingfromwatchingaticketinitszoomedview.
ThelistofallwatchedticketscanbeaccessedthroughtheWatchedviewoftheOTRSagentinterface
(seeFigurebelow),assoonastheticketwatcherfeaturegetsactivated.

Figure:Watchedticketsview.

Prev

Up

Next

Usingexternalbackends

Home

Timerelatedfunctions

data:text/htmlcharset=utf8,%3Cdiv%20class%3D%22navheader%22%20style%3D%22margin%3A%200px%200px%2010px%3B%20padding%3A%200

7/7