Create state that not change to open when customer replies


  • 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
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)!

// 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)

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i try to find similar on this community but i didn’t found

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