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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Do you need help with Znuny / OTRS?​

We have lot of experiences with OTRS and Znuny.
We can help you with your issues to solve them.

From giving you support up to implementing integrations to your existing systems.

Get in touch with us and we will check if and how we can help you.​

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