Mark replied tickets in Znuny/OTRS

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

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