You want to highlight replied tickets from clients to identify easily between open and replied tickets? E.g. you have a different policy/SLA for open tickets vs new tickets in terms of response or solution times.
Create new replied status
First we need to create a new status clientReplied
go to Admin > StateManagement or via <yourZnuny>/otrs/index.pl?Action=AdminState
and create a new state with Add State
- Name
clientReplied - State type
open - Validity
valid - Comment
a client replied to an existing ticket
Now we have created the new status and we need to assign it to the follow ups.
Define follow-up states
In the System Configuration we need to set the clientReplied status for this settings:
PostmasterFollowUpState PostmasterFollowUpStateClosed
Now we have the states defined and we can use them