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switch ticket status to processing after requester reply

dmagniez hace 6 años • actualizado por glpi hace 5 años • 2

I suggest an option to automatically switch ticket status from pending to processing if the requester had replied.


When we receive a ticket update from an user via the webform, ticket is in pending state waiting user answer, technicians haven't any clue that ticket evolved and need attention.

Armin hace 6 años

No it works (on 9.2.1 take a look at http://demo.glpi-project.org/ ticket id 34210 estepan a post-only changed the state with a followup. You can look at the history tab here 





(The icon of the save butting is wrong if you open the dropdown function. It's only the view)


(FYI: We use notification for followup so technician get a mail.)

Denegado
glpi hace 5 años

It's already the case.

A pending ticket will be set as processing when a requester actor answer it.

Servicio de atención al cliente por UserEcho