- Used Zammad version: 5.0.3
- Used Zammad installation type: (package)
- Operating system: Ubuntu
- Browser + version: Firefox 96
It’s about 2 things:
1- Once a ticket is processed, status “new” (State_id:1) cannot be selected anymore. With which attribute can I make this like status “open” always Available for agents ?
2- and I want to make status “new” as “default” for new phoneTickets. This is also disabled and cannot be edited via WebApp.
i found the following documentation but i could not implement my intentions with it.
As soon as an agent handles the ticket, it no longer is considered new - why would it?
Apart from that, Core Workflows might be your solution here.
when he finishes his processing, he should send the ticket as new to other group so that agents in other group keep the ticket as fresh. But I think notification system does this job better.
I tried with Core Workflow, it doesn’t work either because the status ID of “New” is no longer available
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