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

Ram ram0502 at gmail.com
Tue Jun 4 15:52:26 EDT 2013

On Tue, Jun 4, 2013 at 12:51 PM, Ram <ram0502 at gmail.com> wrote:

>> 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
>> callbacks)
>> by default that the status is set to "wcr" instead of "open" ?
> I put a module on users' page that has displays the results of this search
> - it has a similar effect and may suit your needs ... or not:
Seems I learned a new keyboard shortcut for 'send now'... anyway here's the

Owner = '__CurrentUser__' AND (  Status = 'new' OR Status = 'open' ) AND
LastUpdatedBy != '__CurrentUser__'

This will show tickets owned by the current user which are open/new and
were most recently updated by someone else [meaning the user's activity is
*not* the most recent activity].

hope this helps
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