Choosing "work in progress" category forces you to insert a date

[simonsayz]

Hello,
im a new user of zammad (almost 2 month) so please bare with me if i ask “stupid” stuff.

Im no english native and our zammad is in german so there might be translation errors on my end.

When our colleagues create a ticket or change an existing tickets status to “work in progress” it always asks for a “wait until” date (i dont even know what it expects me to write here? the date when i want to finish the work on the ticket?)

can i somehow prevent zammad from asking for the date? i just want people to be able to signal that they are working on a ticket by choosing “work in progress” so people can directly see which tickets are worked on and which arent.

Thanks in advance!

[fliebe92]

Hi @simonsayz. Please ask your administrator how this ticket state was created. It seems to be a pending action/pending reminder type, both enforces the user to enter a date.

[simonsayz]

hi, thank you for the answer. sadly the admin who installed zammad is not part of our company anymore.
could you give me a hint where to look? i just saw the “Overview” part where you can define what summaries you want to show when people click “open tickets” or what is shown when you klick “assigned tickets to you”

will add a screenshot when im back in the office, thanks for your help

[simonsayz]

i think it would help if someone might explain to me where i can define those ticket states.
im a linux noob but if this means i need to change some “ini” files id have to figure out how

[fliebe92]

Hi @simonsayz. Please, read the Zammad documentation.

[simonsayz]

Hi again,

i found this one here
State — Zammad User Documentation documentation

but it doesnt tell me how exactly i can either configure existing states or create new ones.
I just dont want zammad to ask for the date

[MrGeneration]

See this for states:

Objects — Zammad Admin Documentation documentation

And, while you’re at it, Core Workflows might be an interesting alternative, depending on how you want this to behave etc.

Core Workflows — Zammad Admin Documentation documentation

[simonsayz]

thanks for the links,

the first one shows a screenshot for the states but it shows the state id entrance having a “cogweel” symbol to edit it, my installation doesnt (i have admin rights)

highlighted-state-attribute.png (1280×720)

[MrGeneration]

Well you may want to update Zammad then.
This feature is there since some versions already… let alone the security advisories.

[simonsayz]

this might be very well true, as i said i took over from an ex colleague who is not part of the company anymore