How Can I add a new Ticket State

Technical assistance
1

Hello, I would like to add a status “in progress” when the ticket is being treated. I tried the codes proposed by the doc"Working with ticket information — Zammad documentation" but it does not work ^^. Someone to help me please :slight_smile:

Thank you

Amir

2

Hi,

open the rails console:

sudo zammad run rails c

copy that in your console and enter:

Ticket::State.create_or_update(
    name: 'in progress',
    state_type: Ticket::StateType.find_by(name: 'open'),
    created_by_id: 1,
    updated_by_id: 1,
  )

and after that, copy that in your console and enter:

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!#

After that its done. The new stat will appear shortly after its done.

– Tested with Zammad V5 –

Greets

Virtex

3

Could you please clarify what doesn’t work?

Error messages as example?
What’s your Zammad version?

4

Hi Virtex.
Thanks for your feedback. It’s working. Can you also tell me how to delete a state please :slight_smile:

Amir

5

Please rather update the state to inactive.
Removing referenced states will be an issue, if creation brought issues to you already, you may want to play safe.

Ticket.find_by(name: '<my amazing name>').update(active: false)

Don’t forget to run the attribute update command which is mandatory.
Please note that setting default states to inactive or removing them may™ brick your system depending on the state.

6

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