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#1 2011-10-13 13:04:15
- othernamen
- Member
- Registered: 2008-07-25
- Posts: 12
change ticket status after adding follow up
Hy,
Is it possible ticket status would be updated after admin or requester added follow up to the ticket?
For example ticket is in "pending" status, after user added comments it would automatically go to "processing(assigned)" status.
Thanks!
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#2 2011-10-14 12:15:22
- yllen
- GLPI-DEV
- From: Sillery (51)
- Registered: 2008-01-14
- Posts: 15,278
Re: change ticket status after adding follow up
No. You must change manually to processing because GLPI can't know if the followup or the comment change this status.
By ex: the technician ask the requester to have more information. He puts the ticket in pending status. The requester reply : you'll have no more explanations.
With your post, it will mean that the status of the ticket will be changed and the delay go one. But for the technician, he doesn't have his information to solve the ticket
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