[rt-users] "Reply"-button - change default status from 'open' to 'wcr'

Daniel Schwager Daniel.Schwager at dtnet.de
Mon Jun 3 08:31:03 EDT 2013


we added a new state to our rt3.8.17 called "wcr"
(Waiting for Customer Response to a question in the ticket).

Normally, if we reply to a customer ticket,
we change the state from "open" to "wcr" while replying (Update.html).

Is there a possibility to change rt/Ticket/Update.html (maybe with
by default that the status is set to "wcr" instead of "open" ?

best regards
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