Infos:
- Used Zammad version: 5.4.1-1684527573.32d8f213.centos8
Expected behavior:
- I want create a new ticket status that NOT change to status “open” when customer replies
Actual behavior:
- I have created the new state with rails, visibility, translation, only need take it out this state, (or change one created) to avoid change status when customer replies.
Steps to reproduce the behavior:
// estado “esperando agente” para tickets que necesitan de un procesamiento del agente a pesar de que conteste el cliente
Ticket::State.create_or_update(
name: ‘pending agent’,
state_type: Ticket::StateType.find_by(name: ‘pending reminder’),
ignore_escalation: true,
created_by_id: 1,
updated_by_id: 1,
)
// actualizar visibilidad del estado
attribute = ObjectManager::Attribute.get(
object: ‘Ticket’,
name: ‘state_id’,
)
attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
attribute.screens[:create_middle][‘ticket.agent’][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:create_middle][‘ticket.customer’][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
attribute.screens[:edit][‘ticket.agent’][:filter] = Ticket::State.by_category(:viewable_agent_edit).pluck(:id)
attribute.screens[:edit][‘ticket.customer’][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
attribute.save!
// añadir traduccion
Translation.create_if_not_exists(:locale => ‘es-es’, :source => “pending agent”, :target => “pendiente de agente”, created_by_id: 1, updated_by_id: 1)